Duty Mananger

Founded in 2001 in Thailand, we have since expanded across the world,
welcoming guests in some of the world’s most captivating locales — from pristine
beaches and private islands to ancient sites and vibrant metropolises. If
you are driven by a passion for generosity, warmth and heartfelt hospitality,
Anantara offers a career without limits.

KEY DUTIES
AND RESPONSIBILITIES

Please note that this is not an exhaustive
list of everything that needs to be done. Anantara employees always find new
ways to look after the business, their guests, and their colleagues.

Within this, the key responsibilities for this position
are:

Overall
Operations:

• Adhere to all Resort rules
  and regulations as per Standard Operating Procedures, and follow all
  communications briefed by the Senior Management
  

• Ensure all team members are well groomed
  following the grooming policy

• Have full knowledge
  of all products and services provided by the resort and within the close
  surroundings / local area

• Work positively
  and effectively with all inter-department and surrounding departments of
  the resort

• Responsible that the daily briefings and
  on the job training are completed and information’s shared
  are relevant

• Follow any other reasonable management
  directives to your full effectiveness
  and potential

Guest and Team
Satisfaction:

• Ensure guests are communicated with
  and assisted in an efficient, warm and professional manner by all team
  members

• LQA Standards are followed and delivered above
  85% by all team members for all standards

• Ensure
  the Front Office Team works with a service focused attitude and are aware
  of upsell opportunities within the resort

• Maintain
  and oversee the accuracy of guest profiles
  and remarks

• Actively review guest comments and feedback,
  communicate this with the team members and implement in collaboration with
  the FOM procedures to enhance guest satisfaction

• Attend
  to guest requests and complaints in a timely manner and ensure follow-up /
  resolution is in place

• Be aware of and follow
  the Departmental Empowerment Guidelines

Team
Development:

• Ensure a consistently high standard
  of presentation is maintained for both, the department and the team
  members

• Follow-up and assists the FOM during training
  and onboarding of team members

• Follow-up and assists
  the Training Manager in the execution of the departmental training plan in order
  to develop all personnel to their full
  potential

• Actively look for training needs
  and opportunities within the Front Office Team and highlight to
  the FOM

• Assist in monitoring and leading the team,
  keeping track of training records following audit
  procedures

• Actively provides guidance to the GSA, GSC
  and Bellman / Transport

• Actively develop team member
  skills and performance through coaching and on the job
  training

• Always be striving for efficiency and suggest
  innovative ideas to ensure the department grows positively in ways related
  to Service, Process, Financial
  and Engagement

Administration:

• Leads
  the departmental shift briefing in the absence of
  the FOM

• Assisting in creating and maintaining
  the departmental schedule for GSA in collaboration with
  the FOM

• Ensure that all room allocation / balancing
  of the inventory is completed on time

• Liaise
  with housekeeping department for the daily arrival and departure
  preparation

• Spot check registration cards to ensure
  accuracy of data is collected as per resort
  standards

• Ensures effective communication while eMails
  are answered within 24hrs or earlier

• Ensures that
  the Guest Service Center is responding to guest inquiries in a timely manner,
  following resort standards

• Hold accountable that all BEO
  are shared with the respective department as soon as a guest order has
  been received

• Is flexible in working hours
  and scheduling as per business requirement

• Any other
  tasks as assigned by the Senior
  Management

Finance:

• Adhere
  to resort credit policies minimizing revenue loss – responsible for correct
  rebate execution

• Ensure all team members are aware
  of room revenue targets and are kept informed of performance results, drive
  upselling KPIs

• Adhere to the resort selling strategy
  by ensuring the use of correct rates, inventory management as well as
  the maintenance / balance of OOS / OOO rooms

• Responsible
  to ensure the Credit Limit Report has been completed and followed-up in a timely
  manner

• Promptly follow up all cashier variances noted
  front the Finance team withing 24hours

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