The Manager on Duty

The Manager on Duty 
(19492)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Cradled on the cusp of the Baja Peninsula, One&Only Palmilla is a legendary retreat where the marvels of Mexico come to life in ultimate style. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the Job

The Manager on Duty (MOD) plays a key leadership role within the Front of House operation, ensuring seamless daily operations, exceptional guest experiences, and consistent execution of ultra-luxury service standards throughout the resort.

This position requires a highly organized, service-oriented, and dynamic professional capable of handling a broad operational scope while acting as a central point of communication between departments within the Rooms Division and the overall resort operation. The MOD is responsible for maintaining operational flow, supporting the guest arrival and departure experience, and providing immediate follow-up and resolution to guest concerns in order to prevent escalation and ensure guest satisfaction.

The Manager on Duty works closely with Front Office, Concierge, Guest Services, Housekeeping, Engineering, Security, Food & Beverage, and other operational departments to ensure consistency, efficiency, and flawless service delivery aligned with the resort’s luxury standards.

About You

The ideal candidate is a proactive and polished hospitality leader with a strong passion for guest service and operational excellence. You are highly organized, approachable, and capable of making sound decisions in a fast-paced luxury environment while maintaining professionalism and composure under pressure.

You possess strong interpersonal and leadership skills, with the ability to motivate teams, resolve guest concerns effectively, and maintain excellent communication across all levels of the organization. You lead by example, demonstrate attention to detail, and have a strong sense of urgency and accountability in delivering memorable guest experiences.

Key Duties and Responsibilities

• Strictly adhere to the Resort’s Lost & Found Policies and Procedures.
• Report to duty on time, in proper uniform, and in full compliance with grooming standards.
• Ensure team members comply with grooming standards, punctuality, and professional presentation.
• Conduct daily line-ups with the team.
• Perform self-audits to ensure Joy and ultra-luxury standards are consistently maintained.
• Ensure cleanliness and maintenance of all work areas.
• Follow and comply with career development programs established by Learning & Development and Management.
• Create SOPs and Operational Practices to ensure operational consistency and proper team training.
• Assist in coordinating the daily guest arrival and departure experience.
• Oversee and manage Porte Cochere operations.
• Follow up on queue rooms and room readiness.
• Ensure emails are properly answered within a 24-hour timeframe following ultra-luxury standards.
• Oversee room assignments, including special requests, complimentary upgrades, early departures, room changes, extensions, and related operational needs.
• Ensure Showrooms and Upselling rooms are properly arranged daily.
• Review house status, room availability, OOS (Out of Service), OOO (Out of Order), Showrooms, and Upsell inventory.
• Verify guest profile data capture in Opera and SAGA systems.
• Secure proper personal cash flow for operational eventualities.
• Communicate relevant operational information through emails, line-ups, and one-on-one meetings.
• Ensure all team members have the proper tools, supplies, radios, tablets, and equipment required for daily operations.
• Handle guest complaints professionally and ensure proper follow-up on GIRs when applicable.
• Monitor daily staff grooming standards and punctuality.
• Support payroll administration, including vacations, sick leave, holidays, and special absences.
• Attend Group Pre-Convention Meetings and coordinate operational requests as needed.
• Support evening Porte Cochere operations, including external visits, traffic flow, dinner reservations, and Visitor Host coordination.
• Supervise and ensure timely completion of all staff requests.
• Ensure all guest requests are handled professionally and efficiently in collaboration with the involved departments.
• Monitor guest satisfaction platforms and operational systems such as ReviewPro and ALICE.
• Provide personalized attention and follow-up for VIP guests to ensure exceptional service experiences.
• Process disciplinary actions when required and coordinate proper follow-up with Human Resources.
• Support recruitment efforts, including interviews and candidate screening processes.
• Maintain updated knowledge regarding the operation of any machinery, systems, or tools required for daily tasks.
• Oversee all internal and external restaurant and activity reservations managed by Reception and Concierge Agents.
• Consistently comply with the Resort’s grooming standards and luxury service expectations.
• Perform any additional operational or administrative duties assigned by Management based on business needs.
• Demonstrate flexibility and willingness to support any operational task required for the success of the operation.
• The Manager on Duty is expected to have an excellent service attitude, sense of urgency, be organized, diligent, dynamic, always presentable and works well under pressure.
• The Manager on Duty is expected to maintain a polite and professional interpersonal relationship with both colleagues and guests.
• The Manager on Duty can have broad coverage of the Resort’s operation and is key member of the line of communication in the Front of the House Operation.
• The Manager on Duty works hand in hand with the different departments within the Rooms Division. This position is expected to complete daily tasks and ensure standards and policies are completed consistently.
• The Manager on Duty can be involved with the arrival and departure experience of our guests and is the main responsible for immediate follow up of any guest glitch throughout their stay procuring immediate solution in avoidance of problem escalation. The interpersonal abilities possessed by this colleague make an exceptional point of contact with every guest, to ensure their stay is as seamless and memorable as possible.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.