Duty Manager

Role Summary

As Duty Manager, you will serve as the Manager on Duty, overseeing the day-to-day hotel operation and ensuring exceptional service across all departments. You will proactively resolve guest concerns, support operational teams, and lead by example in delivering memorable luxury experiences.

Responsibilities

Your responsibilities include

• Act as the Manager on Duty during assigned shifts, ensuring smooth hotel operations and guest satisfaction.
• Deliver personalized luxury service by anticipating guest needs and creating memorable experiences.
• Handle VIP arrivals, special requests, and guest recovery with professionalism, empathy, and sound judgment.
• Respond promptly to guest feedback, emergencies, and operational challenges while ensuring timely resolution.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other departments to maintain operational excellence.
• Conduct regular inspections of guest areas and hotel facilities to ensure cleanliness, presentation, safety, and brand standards.
• Monitor daily arrivals, departures, occupancy, and special events to anticipate operational requirements.
• Lead daily operational briefings and communicate important information across departments.
• Ensure compliance with hotel policies, safety procedures, emergency protocols, and local regulations.
• Prepare daily operational reports, incident reports, and guest follow-up documentation.
• Support and coach team members by providing guidance, encouragement, and real-time operational leadership.
• Foster a positive and collaborative working environment aligned with Sofitel's Heartist culture.
• Identify opportunities to continuously improve guest satisfaction, operational efficiency, and service quality.
• Maintain strong relationships with repeat guests, ALL – Accor Live Limitless members, and key stakeholders.
• Perform any other duties or special projects assigned by the Front Office Manager, Director of Rooms, or Hotel Management.

Requirements

• Minimum 3 years of experience in Front Office leadership, Duty Manager, Assistant Front Office Manager, or a similar supervisory role within an international upscale or luxury hotel.
• Diploma or Bachelor's Degree in Hospitality Management, Tourism, or a related field.
• Strong knowledge of Front Office operations and overall hotel operations.
• Excellent problem-solving and decision-making skills with the ability to remain calm under pressure.
• Outstanding communication and interpersonal skills with a genuine passion for guest service.
• Proven ability to lead, motivate, and coach multicultural teams.
• Strong organizational and time management skills with excellent attention to detail.
• High level of professionalism, integrity, and discretion.
• Experience using Opera Cloud or other Property Management Systems is an advantage.
• Proficiency in Microsoft Office applications.
• Excellent spoken and written English. Additional languages are a plus.
• Willingness to work rotating shifts, weekends, and public holidays.

About the Company

Experience the epitome of French-inspired luxury at Sofitel Bali Nusa Dua Beach Resort, a prestigious 5-star beachfront haven boasting tropical gardens and sleek modern architecture which offers exclusive experiences for ALL members, this magnificent resort provides 413 exquisite rooms, including 39 suites and villas, along with an array of resort facilities.

Indulge in a culinary journey at three restaurants and two bars, rejuvenate at Sofitel FITNESS and Sofitel SPA, and delight in the outdoor and indoor kids club. Additionally, the resort features 24 function venues, including a Grand Ballroom and a Beachfront Ballroom. Discover the ultimate Art de Vivre at Club Millésime, where delectable cuisine, exquisite wines, and Balinese charm await.