Duty Manager

Guest Experience & Service Excellence

• Ensure all guests receive a warm welcome and personalized service.
• Handle guest complaints, concerns, and special requests efficiently and professionally.
• Monitor guest satisfaction levels and implement improvements where necessary.
• Act as the primary point of contact for VIPs and special guests.

Operations & Team Support

• Oversee front office, housekeeping, and F&B operations during their shift.
• Ensure smooth check-in, check-out, and room allocation processes.
• Coordinate with other departments to resolve operational issues.
• Conduct shift briefings to keep staff informed of hotel updates and guest arrivals.

Crisis & Complaint Management

• Respond to emergency situations, ensuring guest and staff safety.
• Handle incidents such as medical emergencies, security concerns, and maintenance issues.
• Prepare incident reports and escalate matters as needed.

Revenue & Financial Responsibilities

• Monitor room availability and rates to maximize revenue.
• Authorize discounts and refunds when necessary, ensuring proper documentation.
• Ensure cash handling and billing procedures comply with hotel policies.

Leadership & Staff Development

• Lead by example and uphold Accor’s Heartist® culture.
• Coach and support front-line employees to enhance their performance.
• Assist in training and onboarding new team members.
• Foster a positive work environment and encourage teamwork.

• Previous Duty Manager experience preferably within a hotel environment
• Exceptional communication and interpersonal skills that will see you develop strong rapport with guests and colleagues
• A confident and proactive problem solver, with strong conflict resolution skills
• The innate ability to remain calm under pressure and when responding to emergency situations 
• Exceptional time management skills will help you in managing competing priorities in this fast-paced service environment
• Excellent attention to detail and a genuine commitment to delivering 5-star service
• Experience with Opera PMS, and First Aid and CPR is advantageous