Duty Manager

The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future.  Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment. 

Set above Jimbaran Bay, Raffles Bali is a place of quiet grace where nature, space and service come together with ease. Spanning 23 hectares, with more than half preserved as greenery, the resort offers both ocean views and lush landscapes, a balance of openness and tranquillity. Recognised with many international awards, it is celebrated for its design, wellbeing philosophy and thoughtful service. Conveniently close to the airport and supported by an onsite heliport, the resort remains serene and secluded. Each of the 32 villas features a private pool and garden, shaped for light, breeze and calm. Guided by the Raffles Butlers, experiences unfold gently, from the Botanical Tour and Birds and Butterflies Watching to cultural activities that reflect the island’s heritage. Here, time softens and every gesture is crafted with care, an invitation to experience Bali through the enduring grace of Raffles.

At Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

To support Front Office Manager to manage the operations of the Front Office Department by ensuring product quality standards are met and that optimum service is provided to all hotel guests according to the resort’s and business objectives. 

To be in charge on nigh shift and afternoon shift based on schedule, produce a report and running night audit based on the hotel’s standard and manage and supervise hotel Operation during night time.

To perform the human resource function in ensuring staff selection, training, counselling and recognition programs are adhered to in order to maximize performance standards and to adhere to guest service standards in order to maximize guest satisfaction.

Primary Responsibilities

General Duties

• Support Front Office Manager to manage and organizes Front Office team whose mission is to ensure service and product quality standards are met and that optimum service is provided to all guests according to Hotel’s and Company’s objectives.   This is accomplished within the scope of a budget and in conformity with well- defined management norms.
• To be the champion of membership program for the resort and sharing through training to other colleagues on information related to membership program
• Responsible for planning, directing, controlling, co-coordinating and participating in the activities of all personnel engaged in guest-related activities in Front Office.
• Responsible for the operation of the Front Office department, overall condition and maintenance of the property, repair and up keeping of the furniture, fixtures and equipment's, installations, systems and buildings of the Hotel. Both in term of assets and respect of equipment’s.
• Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition at all-time especially for special attention guest and VIP
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue by setting up target and drive the team to achieve up-sell program for villa and in house activities
• Promote internal hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with Resort’s Sales and Marketing Program
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• To know and implement system recovery procedures when needed, interpret reports and share the necessary information to relevant department for improvements
• Monitor and control the VIP amenities, making sure that they are fresh and in high quality
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
• Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information
• Maintain all procedures and adheres to them within the guidelines; in particular with emphasis on hotel credit policy.
• In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, Tsunami, etc
• Works with Housekeeping and Finance in the preparation and monitoring of the Rooms’ and FO budget and forecast.

Responsibilities When in Charge at Night Duty and Afternoon Duty

• Handle guest check-in and check-outs in accordance with hotel standards during night time
• Ensure all facilities in the lobby and overall Resort are kept clean and tidy at all times
• Ensure knowledge of hotel information and facilities of all outlets as well as local attractions, dining and entertainment information is kept up to date
• Ensure all dealings with guests meet hotel operating standards
• Handling guest’s billing and FO administration according to hotel standard
• Be thoroughly knowledgeable of all hotel computer systems and procedures
• Handling room blocking based on guest’s need
• Making reports according hotel’s standard
• Manage and supervise hotel operational during Night time
• Running night audit ensuring that all figures on PMS and POS are balanced
• Handling guest complaint during night and afternoon time
• Handling emergency and urgent matters which occur during night time
• Make check all preparation of the next day operational and update the daily briefing sheet (daily report )
• Check the room inventory & room blocking on daily basis

Qualifications :

• Diploma or Bachelor Degree in Hospitality  
• Minimum of 3 years relevant experience in Front Office
• Reception knowledge is a must
• Knowledge of local regulations related to Hotel Operation is a must
• Luxury experience will be a plus 
• Prior supervisory or team leadership experience is highly valued

Competencies

• In-depth knowledge of hotel property management system, system monitoring of guest request and other related system in the resort operation
• Good communication and organizational skills, ability to analyze and solve problems, capable of functioning well under stress and during emergencies, strong interpersonal and negotiation skills
• Proven ability to organize and manage multiple jobs simultaneously.
• Demonstrated ability to manage and lead employees, experience with Talent and Cultures processes as they relate to direct reports (e.g., performance management, development, coaching, feedback, etc.)

Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect:

We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:

We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:

We celebrate our differences. We support each other and we always stand together.​

Empowerment:

We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:

We build trust through mutual respect and being authentic.​

 

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.