Job purpose

The Duty Manager is responsible for supporting the smooth operation of the Front Office, focusing on enhancing guest satisfaction and ensuring efficient day-to-day management of guest relations and front desk functions. This role involves supervising the front desk team, managing guest inquiries and concerns, and maintaining high standards of service, particularly for VIP and returning guests. The Duty Manager serves as a key point of contact between guests and management, upholding and cultivating a welcoming and professional atmosphere.

This role ensures that all interactions reflect the hotel’s commitment to exceptional service and hospitality.

Duties and responsibilities

Ensure Compliance to Rules and Regulations

  • Ensures compliance with all NagaWorld’s standards or relevant industry standards during all aspects of work
  • Ensures adherence to NagaWorld’s Code of Conduct, Internal Rules, and Regulations at all times

General Job Functions 

  • Directs day-to-day Front Office operations, ensuring compliance with standards and policies
  • Oversees hiring, scheduling, and performance management of Front Office staff to maintain service quality
  • Monitors Front Desk personnel to maximize guest satisfaction through personal recognition and attentive service from arrival to departure
  • Collaborates with the Front Office Supervisor to manage reservations, room changes, and the status of available rooms
  • Reviews the Junket Player Manifest from VIP Services to ensure correct room assignments with updated guest names
  • Organizes regular meetings to promote effective communication and updates staff on new procedures
  • Efficiently addresses guest feedback, complaints, and emergencies, coordinating with relevant departments
  • Manages daily cash handling and conducts Front Office night audit duties
  • Prepares reports and leads daily briefings, conducting monthly performance reviews for supervisors
  • Any other tasks assigned

Qualifications

  • Diploma in hotel/hospitality management or equivalent education required
  • Minimum of 3 years of managerial experience in a Front Office capacity, with knowledge of OPERA software
  • Knowledge of First Aid or emergency response procedures is a valuable asset
  • Excellent communication and interpersonal skills to interact professionally with guests and team members
  • Proficiency in conflict resolution and problem-solving to address guest complaints and operational challenges effectively
  • Familiarity with front office operations, including reservations, check-in/check-out procedures, and guest services
  • Proficient in Microsoft Office, including Excel, PPT, Word, and Outlook
  • English Language proficiency

Working conditions

This position may require extended working hours and may include evenings, weekends, and public holidays.

Direct reports

Any person(s) nominated by management.

How to apply

Please submit CV, highlighting job position to careers@nagaworld.com

Talent Acquisition – Human Resources Department
NagaWorld® Limited
Samdech Techo Hun Sen Park, Phnom Penh, Kingdom of Cambodia.

Follow us: Facebook / Telegram