Duty Manager

Roles and responsibilities

• Oversee the front desk operations, ensuring all guests receive prompt, professional, and courteous service.
• Handle guest check-ins and check-outs, room assignments, and special requests.
• Address and resolve guest complaints and concerns in a timely and effective manner.
• Coordinate with other departments to fulfill guest needs and enhance their stay.
• Prepare and manage daily reports, logs, and shift summaries.
• Ensure the safety and security of guests and staff by adhering to hotel policies and procedures.
• Handle emergency situations, such as medical incidents, fire alarms, and security breaches, in a calm and effective manner.
• Conduct regular inspections of the front office area to maintain cleanliness and order.
• Develop and maintain positive relationships with guests to enhance their loyalty and satisfaction.
• Assist in managing VIP and repeat guest programs to provide personalized service.
• Gather guest feedback and use it to improve services and address issues.
• Maintain clear and effective communication with all departments to ensure smooth operations.
• Relay important information and updates to the front office team and other relevant departments.
• Supervise and support front office colleagues, including receptionists, concierge, and bell attendants.
• Provide training and guidance to front office team members to maintain high service standards.

About you:

The ideal candidate for this position will have the following experience and qualifications:

• Proven experience in a supervisory or managerial role within a front office, preferably in a 5-star hotel.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Experience & Knowledge in hotel management software, such as Opera.
• Excellent communication skills, both verbal and written.
• Strong customer service skills with a friendly and courteous demeanor.
• Ability to handle multiple tasks and work under pressure.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Proficiency in using computer systems and office software (e.g., MS Office).
• Familiarity with health, safety, and environmental procedures.
• High level of professionalism and grooming.
• Proficiency in one or more additional languages desired (e.g., Spanish, French, Mandarin, Arabic, German).

Desired candidate profile

1. Operational Oversight: Managing the daily operations of the hotel, ensuring all departments (front desk, housekeeping, food and beverage, etc.) are functioning efficiently.

2. Guest Relations: Acting as the primary point of contact for guests, addressing inquiries, resolving complaints, and ensuring a high level of guest satisfaction.

3. Staff Supervision: Overseeing staff performance, providing guidance and support to team members, and ensuring compliance with service standards.

4. Emergency Response: Responding to emergencies and unusual situations, including security issues, medical emergencies, or guest complaints, ensuring safety protocols are followed.

5. Financial Management: Assisting in monitoring budgets, controlling costs, and ensuring financial transactions are accurately processed.

6. Reporting: Preparing reports on operational performance, guest feedback, and staff performance for management review.

7. Training and Development: Supporting training initiatives for staff, ensuring they are knowledgeable about policies, procedures, and service standards.

8. Coordination: Collaborating with different departments to ensure seamless operations and effective communication across teams.

9. Inventory Management: Monitoring inventory levels of supplies and equipment, ensuring that necessary items are stocked and available.

10. Shift Management: Scheduling and managing shifts, ensuring adequate staffing levels to meet operational needs.

Key Skills

1. Leadership: Strong leadership abilities to motivate and manage a diverse team effectively.

2. Communication: Excellent verbal and written communication skills for interacting with guests and staff.

3. Problem-Solving: Ability to think quickly and make decisions in high-pressure situations.

4. Organizational Skills: Strong organizational skills to manage multiple tasks and priorities efficiently.

5. Customer Service Orientation: A commitment to providing exceptional service and enhancing the guest experience.