Duty Manager

Mercure Serpong Alam Sutera 

Located in the heart of Alam Sutera, Mercure Serpong Alam Sutera is situated between EMC Hospital and Living World Shopping Mall, at the center of the lifestyle, entertainment, and gastronomical hub. Our 171 stylish rooms and modern facilities make our hotel ideal for both business and leisure traveler.

Discover Alam Sutera, well known as the best town for cycling and jogging with a green and healthy environment. Explore the culinary indulgence, entertainment, and shopping experiences, such as Flavor Bliss, Living World, IKEA, and Mall @Alam Sutera.

Position Summary:

The Duty Manager is responsible for the overall supervision and smooth operation of the hotel during assigned shifts. This includes ensuring guest satisfaction, maintaining service standards, handling guest complaints, managing emergencies, and supporting all operational departments. The Duty Manager represents hotel management in their absence and ensures that all Heartists deliver exceptional guest experiences.

Key Responsibilities:

Guest Service & Operations

• Act as the Manager on Duty to oversee hotel operations and ensure high service quality.

• Greet VIPs, long-stay guests, and repeat guests, ensuring personalized attention.

• Handle guest complaints promptly and professionally, ensuring appropriate follow-up and resolution.

• Ensure that Front Office, Housekeeping, and other departments operate smoothly and efficiently during the shift.

• Conduct regular inspections of public areas, guest floors, and back-of-house to maintain cleanliness and readiness.

• Monitor room availability, rates, and reservations to optimize occupancy and revenue.

Leadership & Coordination

• Coordinate with all departments to ensure smooth daily operations, especially during peak times or special events.

• Support and guide Front Office team members during check-in/check-out or guest handling situations.

• Conduct shift briefings to communicate important information and updates to the team.

• Ensure staff comply with hotel policies, grooming standards, and service procedures.

• Diploma or degree in Hospitality Management or related field.

• Minimum 2–3 years of Front Office supervisory experience.

• Excellent communication and interpersonal skills.

• Strong problem-solving and decision-making abilities.

• Ability to work under pressure and handle multiple priorities.

• Proficient in hotel PMS (Opera, Realta or similar).

• Fluent in English; other languages are an advantage.

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can consider them.