About this role
We are currently looking for a highly competent and guest oriented Duty Manager to join our team in Sofitel Bali Nusa Dua Beach Resort. In this position, you will be instrumental in overseeing daily hotel operations, upholding service excellence, and ensuring memorable guest experiences throughout the property.
Oversee and coordinate all hotel operations during assigned shifts to ensure efficiency, consistency, and service excellenceDeliver refined and personalized guest experiences by responding proactively to inquiries, resolving concerns, and anticipating guest needsLead, mentor, and motivate team members to maintain exceptional performance standards in line with Sofitel brand expectationsHandle guest feedback, service recovery situations, and special requests with professionalism, discretion, and empathyMaintain close coordination with all departments to ensure seamless communication and operational flowEnsure compliance with hotel policies, operational procedures, and safety regulations at all timesMonitor cleanliness, presentation, and overall property condition to maintain luxury standardsSupervise arrival and departure experiences, including VIP and special attention guests, to ensure smooth and memorable staysConduct regular inspections of guest rooms and public areas to uphold quality assurance standardsSupport training and team development initiatives to enhance service capability and operational knowledgeRespond effectively to emergencies and operational challenges, exercising sound leadership and decision makingPrepare detailed daily operational reports, including incident summaries and guest feedback insightsCollaborate with the Executive Team to continuously improve service performance and guest satisfaction scores Minimum 3–5 years of progressive experience in hotel operations, with at least 1–2 years in a supervisory or managerial role within a luxury hospitality environmentStrong background in Rooms Division operations (Front Office experience highly preferred)Excellent command of English, both written and spoken; additional languages are an advantageDemonstrated leadership capability with the ability to motivate, guide, and inspire multicultural teamsStrong decision making skills with the ability to remain composed under pressureExceptional guest service orientation with refined interpersonal and communication skillsSolid understanding of luxury hotel standards, operational procedures, and service excellence principlesProficiency in Opera PMS or equivalent hotel management systemsSound knowledge of health, safety, and emergency proceduresStrong problem solving, conflict resolution, and service recovery skillsWell groomed appearance and professional demeanor reflecting Sofitel brand standardsHigh level of integrity, responsibility, and accountabilityFlexible availability, including evenings, weekends, and public holidays