Duty Manager

Grand Mercure Bangalore offers 126 suite style rooms with in-built kitchenettes. Our rooms offer the privacy you want but with the luxury and indulgence of a hotel. These suites are modern, tasteful and relaxing, suiting purposes of both leisure as well as business. Bright and spacious, they also include flat screen televisions, DVD players, music systems, Wi-Fi and 24 hour room service.

Grand Mercure is known for its passion for food and wine. Dining is always a culinary experience with ‘The Verandah’, our Global Cuisine restaurant and ‘By The Blue’, our poolside RestoBar which offers inspired Indian cuisine.

Primary Responsibilities

Front Office Operation

• Conduct comprehensive daily briefings and ensure that all pertinent information is well received and understood by team members, including updates on occupancy, VIP arrivals, and special events
• Manage and supervise all tasks of his/her staff to ensure that the highest quality service is delivered and department standards are met, including regular performance evaluations and feedback sessions
• Review, analyse and suggest improvements to work flow and standards at the Front Desk, implementing best practices and innovative solutions to enhance guest experience
• Analyse rate variance reports to ensure rooms revenue control, approve discounts and rebates, and optimise revenue management strategies
• Communicate effectively with Front Office Manager on all matters regarding guest services & hotel operations, providing detailed reports and actionable insights
• Ensure thorough documentation of all guest-related issues using the logbook, including follow-ups and resolutions
• Sign media and supervise shift handover procedures, ensuring smooth transitions between shifts and comprehensive information transfer
• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues, fostering a collaborative work environment
• Provide management presence at all times by assisting with the handling of guests' needs and complaints tactfully and efficiently, ensuring high levels of guest satisfaction
• Assist Guest Relations in greeting, rooming, and sending off guests, paying special attention to VIP and repeat guests
• Conduct regular inspections of front of house and back of house areas for cleanliness and orderliness, addressing any issues promptly
• Ensure that front line staff complies with marketing techniques and maximises sales opportunities, including upselling and cross-selling
• Meticulously check billing instructions, monitor guest credit and act upon any discrepancies, liaising with the Finance department as necessary
• Coordinate full house situations and make all necessary arrangements to handle overbooking and pledge relocates, ensuring minimal disruption to guests
• Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently, maintaining high standards of service
• Enforce Safety, Security and Loss Control policies and procedures in the lobby and driveway areas. Handle and manage hotel emergencies with composure and efficiency
• Conduct Night Audit Process for hotel, ensuring accuracy of financial records and resolving any discrepancies

Team Management

• Provide comprehensive department orientation and training on hotel service standards, procedures and programs, ensuring all team members are well-versed in their roles and responsibilities
• Constantly monitor team members' appearance, attitude and degree of professionalism, providing constructive feedback and implementing corrective measures when necessary
• Motivate and provide a work environment which brings out the best in team members, fostering a culture of excellence and continuous improvement
• Conduct regular performance reviews and set individual and team goals aligned with departmental objectives
• Identify training needs and develop tailored training programs to enhance team skills and knowledge
• Manage staff scheduling to ensure optimal coverage during peak periods and efficient resource allocation

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features, staying updated on new offerings and promotions
• Be fully conversant with hotel fire & life safety/emergency procedures, participating in regular drills and training sessions
• Attend all briefings, meetings and trainings as assigned by management, actively contributing to discussions and sharing insights
• Report for duty on time wearing clean and complete uniform at all times, setting a professional example for the team
• Maintain a high standard of personal appearance and hygiene at all times, adhering to grooming standards
• Stay informed about local attractions, events, and transportation options to assist guests with inquiries
• Participate in cross-departmental projects and initiatives to improve overall hotel operations and guest experience
• Assist in the implementation and monitoring of sustainability initiatives within the Front Office department
• Contribute to the development and revision of standard operating procedures (SOPs) for the Front Office
• Perform other reasonable duties assigned by the Management of the Hotel, demonstrating flexibility and willingness to support various aspects of hotel operations

What you will bring to the role:

• Experience overseeing the Front Office operations, ideally within a luxury hotel 
• High-level communication and interpersonal skills, able to seamlessly manage inquiries, requests, and feedback with professionalism and discretion.
• Experience with room allocations, reservations, and liaising with hotel departments to optimise guest experience
• Elevated leadership capabilities, to successfully train, develop, and guide a team to excellence
• A calm, solutions-focused mindset with strong emotional intelligence
• Proficiency in Front Office systems (Opera Cloud experience highly regarded)

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 take them into consideration.