Duty Manager

Vision and Values

As Duty Manager, I fully comprehend the vision of Six Senses to help people reconnect with themselves, others and the world around them, plus our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness. By embracing the Six Senses vision and values, I will deliver an exceptional experience for guests and develop hosts to be the very best they can be.

Wellness

I will fully embrace, implement and safeguard the Wellness overall philosophy, concepts and programs that are the pillars of wellness such as Eat With Six Senses.  

I will safeguard the programs such as Sleep With Six Senses and Grow With Six Senses program and make sure that this program and all other brand initiatives are fully embraced within the Rooms department. All aspects of these wellness initiatives will be adopted and implemented throughout the operation.

Sustainability

Sustainability is at the core of everything we do at Six Senses. As Duty Manager, I will ensure all directives on environmental protection and preservation, re-usage and minimum wastage, purchasing and packaging such as the abolition of single-use plastic by 2022, social responsibility and all other practices documented in the Sustainability Guidelines are followed in the department to maintain a harmonious and sensitive approach to our environment and cultural surroundings.

Operational Ownership

In this role, I will assume full responsibility for the efficient operation of the Front Office department to provide exceptional products and services within brand operating standards.

I will ensure that all set policies, procedures, best practices are in place and rigorously enforced.

I will support the FOM/Dir. Of Rooms and focus on the rejuvenation of the room experience. Room amenities, services and products will be constantly assessed to remain relevant and in keeping with Six Senses wellness and sustainability practices.

I will work in partnership with Guest Services, Reservations, Housekeeping and F&B to ensure guest's needs are determined /met and oversee the overall smooth operation of guest arrivals.

I will have a thorough knowledge of all facilities and services offered by the resort including type of rooms available as well as their location and layout, selling status, rates, and benefits of all packages plans, credit policy of the hotel and reservation coding. Understand the hotel's policy on guaranteed reservations and no-shows. Process advance deposits on reservations. Track future room availabilities on the basis of reservations. I am able to determine room rates based on the selling tactics of the resort. I will oversee the management of the guest history and profile system in conjunction with the Reservations Manager.

I will perform general office duties as needed (sending/answering emails, phone calls, filing/electronically inputting forms, etc.

I will continually focus on the rejuvenation of the room experience. Room amenities, services and products will be constantly assessed to remain relevant and in keeping with Six Senses wellness and sustainability practices.

A high standard of personal appearance, grooming and hygiene, plus comprehensive knowledge of safety, security and emergency procedures will be maintained by myself and all hosts in line with brand and statutory requirements.

Purchasing practices will meet the requirements of the Six Senses sustainability platform, while stocktakes and storage assessment will be undertaken at the required times to ensure all stock is on hand, properly stored and in line with Six Senses standards.

An important part of the role is to interact with guests and hosts in a professional, courteous and positive manner and proactively seek feedback. I am responsible for an exceptional guest experience from arrival to departure. In the event of guest complaints, I will effectively carry out service recovery or charge our hosts to do so to the satisfaction of guests.

Interaction and communications between departments under my control and other departments within the resort are clear and effectively maintained to support the smooth running of the resort. I will perform any additional duties given to me by the FOM/Dir. Of Rooms.

Administration

Forecasting and reporting requirements for the role will be completed accurately, on time and maintained for reference. Corrective action will be taken immediately when issues are identified, particularly for Quality assessments. The required meetings and briefings are to be attended or conducted and/or as instructed by FOM/Dir. Of Rooms.

Quality

Six Senses guidelines and standards of service and operation will be adopted and followed by all Front Office hosts so that our performance benchmarks are maintained and exceeded. Product and service quality is continually reviewed through my physical presence in rooms and public areas on a regular basis and our rigorous adherence to LQA standards and guest comments. Service and product maintenance issues are promptly rectified. I will ensure that the best practices of Six Senses are fully implemented, maintained and exceeded throughout the department to exceed guest satisfaction.

All activities within the department will be carried out ethically, honestly and within the parameters of local law.

Financial Performance

In this role, I will instill a revenue-focused philosophy through training and education so that all hosts are fully engaged with driving revenue opportunities. Payroll costs will be minimized by maximizing the productivity and efficient scheduling of hosts. My department's operational budget will be strictly adhered to and all costs will be continually monitored and controlled to drive profitability, while taking into consideration the preservation of required standards with every decision made. Forecasting is undertaken on a daily, weekly, monthly, quarterly and annual basis to ensure budgets are met and exceeded.

People Management

As Duty Manager, I am responsible to supervise Front Office staff, including Front Desk, Night Auditors & Bellmen ensuring a high level of customer service is maintained at all time. I will assist with scheduling of Front Office staff to ensure busy periods are covered adequately. I will ensure our hosts report for duty punctually, wearing the correct attire and deliver friendly, courteous, consistent and efficient service at all times.

General

In this role, I will behave in a professional manner and set an example to all. I will abide by Six Senses principles, core values, best practices, guidelines and objectives, while respecting other cultures and nationalities and projecting a positive and proactive position to help build and maintain a strong, loyal team.

Skills and Experience

To execute the position of Duty Manager, I have the required qualifications, technical skills and experience in a similar or greater role in luxury hotels with proven results. I possess a minimum of a Bachelor's degree in Hospitality, Hotel or Business Management and more than three years' experience in a similar hotel operational role.

I am a personally involved, visible and proactive leader with excellent organizational skills, capable of providing focused direction and continuing to establish the property's prominent position within the market. I possess a well-developed capability for strategic decision-making and a track record of proven results in the areas of customer satisfaction, operational excellence, host satisfaction, revenue and profit.

In terms of frontline rooms management, I have an intuitive sense of product and service quality, a passion for excellence and an understanding of the sophisticated needs of the luxury customer.

My financial acumen positions me as a business savvy leader with demonstrated financial understanding and interpretation of reports plus cost and inventory control.

From a people management perspective, I am a responsive, engaged and interactive leader, capable of building strong positive relationships with hosts that results in a shared vision of success for the operation, demonstrated ability to leverage shared resources, undertake training as needed and to manage through influence.

Technical skills include Advanced MS Office – Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS, PMS and CRM platforms. I have knowledge of hotel/resort and policies regarding reservations, discounts and detailed procedures in handling local and overseas room bookings.

I have an excellent command of written and spoken English with some knowledge of the local language and customs.

I will maintain a thorough understanding of Six Senses in terms of guidelines, rules and regulations, brand and operating standards, facilities and services.