Duty Manager

OUR PURPOSE AND CULTURE

At Rosewood Hotel Group, we are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every destination while setting new benchmarks for positive impact.

As a pioneering collective with a shared purpose, we curate extraordinary moments and honour the soul of every place along our journey. At Rosewood, we answer The Calling. Together, we Make the Place.

Rosewood Blue Palace will open in Crete, Greece, in April 2027, and we are now seeking talented individuals to help bring the re-imagining of this stunning property to life.

The Duty Manager will be based on-site at Rosewood Blue Palace in Elounda, Crete.

THE ROLE

As Duty Manager at Rosewood Blue Palace, you will play a key role in overseeing the daily operations of the Front Desk, Concierge and Door & Bell departments, ensuring a seamless and exceptional guest experience from arrival to departure.

HOW YOU'LL MAKE THE PLACE

Guest Experience & Service Excellence:

• Oversee the delivery of exceptional guest experiences across the Front Desk, Concierge and Door & Bell departments, ensuring consistency with Rosewood, LQA and Forbes standards.
• Welcome and engage with VIP guests, Special Attention Guests (SAGs) and regular arrivals, ensuring their individual preferences and expectations are recognised.
• Oversee guest check-in and check-out procedures, ensuring efficiency, accuracy and personalised service.
• Ensure room allocations are managed effectively, taking into consideration guest preferences, VIP status, special occasions, room availability and revenue optimisation.
• Take ownership of guest concerns and complaints, ensuring timely resolution, appropriate service recovery and effective follow-up.
• Ensure that guest preferences, special requests and relevant guest history information are accurately recorded and communicated, in compliance with data protection requirements.
• Maintain a visible presence in the lobby and other Front of House areas, ensuring that guests receive a warm welcome and attentive assistance throughout their stay.

Operational Excellence & Business Performance:

• Ensure that departmental action plans are implemented, monitored and reviewed following quality assurance audits and guest satisfaction feedback.
• Monitor room allocation practices and support the optimisation of room inventory in coordination with Revenue Management.
• Identify upselling opportunities and encourage the team to promote the hotel's accommodation offerings, facilities and experiences in line with departmental targets.
• Ensure accurate guest account management and compliance with established cash-handling, credit and financial procedures.

COULD THIS BE YOU?

• A minimum of two years of supervisory or management experience within a luxury hotel Front Office or Front of House department.
• Previous experience overseeing Front Desk operations, with exposure to Concierge and Door & Bell services, would be highly desirable.
• Strong understanding of Front Office operations, including guest check-in and check-out procedures, room allocation, guest account management and VIP guest handling.
• Proven ability to lead, motivate and develop teams while maintaining exceptional service standards.
• Excellent knowledge of luxury hospitality standards, guest experience management and service recovery practices.
• Strong organisational and decision-making skills, with the ability to manage multiple operational priorities and remain composed under pressure.
• Commercial awareness, with an understanding of upselling, revenue optimisation and departmental cost control.
• Excellent interpersonal and communication skills, with the ability to build meaningful relationships with guests, associates and management.
• A proactive, guest-oriented and solution-focused mindset, with exceptional attention to detail.
• Previous experience with Opera PMS is preferred; proficiency in Microsoft Office is an advantage.
• Excellent command of written and spoken English. Knowledge of Greek and additional languages would be considered an advantage.
• Flexibility to work varied shifts, including evenings, nights, weekends and public holidays, according to operational requirements.

BENEFITS & CAREER DEVELOPMENT OPPORTUNITIES

• The opportunity to join an internationally recognised luxury hospitality group and become part of the Rosewood Hotel Group family.
• A competitive remuneration package.
• Complimentary meals during working hours, served in the hotel's dedicated staff canteen.
• Transportation to and from the hotel.
• Monthly Benefits Card.
• Access to training and development programmes designed to enhance your skills and support your professional growth.
• A supportive and inclusive working environment that values individuality, collaboration and mutual respect.
• Accommodation support may be available for associates relocating to Crete, subject to company policy.

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard and valued. We're a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honour the history, culture and geography of our destinations. We're not only committed to building and nurturing genuine, long-lasting relationships but to transforming them. Our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.