Principal Responsibilities/Position Purpose:
The Duty Manager acts as the senior leader on shift, responsible for overseeing day-to-day hotel operations and ensuring all guest-facing services meet Nobu standards. This role bridges departments to guarantee a seamless guest experience from arrival through departure. The Duty Manager responds to service challenges, supports team performance, and ensures quality and brand standards are consistently upheld. In collaboration with the Quality Supervisor, the Duty Manager plays a key role in service audits, feedback responses, and experience improvement initiatives.
ESSENTIAL FUNCTIONS
40% Operational Oversight & Guest Support
Oversee hotel operations during shift, including the lobby, front office, PBX, and guest services.
Serve as the main point of contact for escalated guest issues, complaints, and VIP needs.
Personally welcome and escort VIP guests; manage high-profile arrivals and departures.
Ensure seamless coordination among departments including Housekeeping, Engineering, F&B, and Front Office to maintain operational excellence.
Lead shift briefings to communicate daily priorities and service updates.
20% Guest Journey Supervision
Monitor and refine guest touchpoints, ensuring excellence throughout the entire guest journey (pre-arrival, in-stay, post-departure).
Support the implementation of updated guest-facing technologies (e.g., Alliantz App), to ensure adoption and effectiveness.
Ensure that the front-of-house ambiance and service delivery reflect Nobu brand standards at all times.
15% Quality & Brand Standards Assurance
Conduct service audits, property walks, and cleanliness checks.
Work closely with the Quality Supervisor to review guest feedback and address service gaps.
Promote consistency in delivering personalized and authentic guest experiences.
10% Emergency & Incident Management
Lead emergency responses and safety protocols when necessary.
Complete Duty Manager logs and reports for management, noting key incidents and follow-up actions.
10% Team Coaching & Cross-Department Collaboration
Provide on-the-spot coaching to front-line team members.
Assist with onboarding and training for new hires; reinforce brand values and service ethos.
Foster teamwork and cooperation between departments to deliver seamless guest service.
5% Data Monitoring & Reporting
Analyze guest satisfaction reports and service recovery trends.
Identify opportunities for continuous improvement for leadership.
SUPPORTIVE FUNCTIONS
Engage in loyalty and retention efforts, such as personalizing and recognizing guests.
Assist with maintaining updated guest communication materials and digital tools.
Support the recruitment and mentoring of front office and guest services staff.
Monitor competitor activity and hospitality trends to recommend innovations.
Monitor and respond to customer feedback and reviews daily.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:
* The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
* Ability to effectively communicate in Spanish and English both verbally and in writing to flawlessly conduct internal and external correspondence.
* Proven leadership ability to influence, develop, and empower managers to achieve objectives with a team approach.
* Ability to develop positive, motivating relationships with the sales team and clients through consistent communication.
* Excellent professional image and attitude including punctuality.
* Ability to work independently even under pressure and in stressful situations.
* Strong attention to detail and excellent organizational skills.
* Ability to balance time and work efficiently on tight deadlines: respect for deadlines is a must.
* Ability to handle multiple priorities and projects effectively and on time.
* Ability to ensure confidentiality of client and hotel data.
* Experience developing and maintaining a customer base.
* Proactive attitude to supporting and enhancing the brand with creative ideas.
QUALIFICATIONS
Education: Bachelor’s degree in hospitality management or a related field preferred.
Experience: Minimum of 2 years in a guest-facing leadership role within the hospitality industry.
Skills: Strong leadership, communication, and problem-solving skills; proficiency in CRM systems, PMS software, and guest feedback platforms.
Attributes: Passion for service excellence, attention to detail, and the ability to thrive in a dynamic, fast-paced environment.
Reports To: Hotel Manager
¿Qué podemos ofrecerte?
* Oportunidades continuas de formación y crecimiento dentro de la empresa. Crea junto a nosotros tu plan de carrera en Nobu Hospitality
* Si te unes a Nobu Barcelona trabajarás en un ambiente dinámico y colaborativo. Formar parte de nuestro equipo significa formar parte de una gran FAMILIA, en donde trabajar con pasión y kokoro son nuestros principales valores ❤️
* En Nobu Hotel Barcelona, el bienestar de nuestros empleados es una prioridad. Disfruta de clases de yoga gratuitas y mantén una alimentación consciente y equilibrada con nuestro comedor de personal estilo buffet.
* Salario Competitivo
* Acompañamiento psicológico gratuito
* Descuentos dentro de Nobu Hospitality
* Contrato indefinido