Duty Manager | InterContinental Halong Bay Resort

**Key Responsibilities**
**Guest Experience & Service Excellence**
Ensure all guests receive warm, professional, and personalized service in line with 5-star resort standards.
Handle VIP arrivals, long-stay guests, repeat guests, and special requests.
Resolve guest complaints efficiently and professionally to achieve high guest satisfaction.
Conduct lobby presence and interact with guests proactively.
Ensure smooth check-in and check-out experiences.
Follow up on guest feedback, online reviews, and service recovery actions.

**Front Office Operations**
Supervise Front Desk, Concierge, Bell Service, Guest Relations, and Telephone operations during the shift.
Monitor room status, room allocation, and occupancy to maximize operational efficiency.
Ensure compliance with resort policies, procedures, and brand standards.
Coordinate closely with Housekeeping, Engineering, Security, F&B, and other departments.
Prepare and review daily operational rep...