Duty Manager

Gazed at the multi-color exterior in the buzzing neighborhood that lies just outside, SLS LUX Brickell offers both our team members and our guests extraordinary experiences infused with glamour and a playful spirit. We have an exciting career opportunity to join our team. Say farewell to the ordinary and hello to SLS LUX Brickell, an irresistible and spellbinding retreat in the city’s center.

We're looking for an experienced and dynamic Duty Manager to join our hospitality team in Kochi, India. As a Duty Manager, you'll be the backbone of our daily operations, ensuring seamless service delivery and creating exceptional guest experiences. You'll serve as a hands-on leader and brand ambassador, managing all front office operations and stepping into a leadership capacity when senior management is unavailable. This is an ideal opportunity for someone who thrives in a fast-paced environment and is passionate about operational excellence and guest satisfaction.

• Oversee the smooth day-to-day running of hotel operations, ensuring all departments work collaboratively to deliver outstanding service
• Manage front office operations including reservations, inventory management, and guest check-in/check-out procedures with meticulous attention to detail
• Champion guest satisfaction initiatives by analyzing performance metrics such as Net Promoter Score (NPS) and Revenue Per Available Room (RPS) to continuously improve service delivery
• Coordinate with department leaders to manage group bookings, events, and special guest requests while maintaining transparency and clear communication
• Maintain exceptional data accuracy in all reporting systems and internal reservations platforms, demonstrating analytical skills and organizational prowess
• Resolve guest concerns and complaints with empathy and decisiveness, turning challenges into opportunities for memorable experiences
• Supervise and support front office staff, providing guidance and fostering a collaborative team environment
• Implement and promote the hotel's loyalty program, ensuring guests receive personalized recognition and rewards
• Monitor security and safety protocols, maintaining vigilance and adherence to all operational procedures
• Make critical operational decisions during shifts, balancing guest needs with business objectives in a resilient and efficient manner

**Required Skills & Experience:**

• Comprehensive Front Office Operations experience with demonstrated success in a leadership or supervisory capacity
• Exceptional communication skills, both written and verbal, with the ability to collaborate effectively across all departments
• Strong problem-solving and critical thinking abilities with a guest-centric mindset
• Proficiency with hotel management systems and loyalty program platforms
• Proven ability to analyze performance data and adapt service strategies accordingly
• Excellent organizational skills with meticulous attention to detail and accuracy
• Ability to multitask and make decisive decisions under pressure
• Experience in staff supervision, conflict resolution, and team motivation
• Flexibility to work various shifts including mornings, evenings, nights, weekends, and public holidays as required
• Knowledge of security, safety, and crisis management protocols

**Preferred Skills & Experience:**

• Experience in budget awareness and cost control initiatives
• Familiarity with revenue management principles
• Background in training and developing front office team members
• Experience managing high-volume guest interactions and complex reservations
• Knowledge of Indian hospitality standards and local market dynamics