Duty Manager

2 weeks ago


Mumbai, Maharashtra, India Accor Full time

Job Title: Duty Manager

Job Summary:

We are seeking a highly skilled Duty Manager to join our team at Accor. As a key member of our Front Desk team, you will be responsible for ensuring the smooth and efficient daily operation of the Front Desk, providing exceptional guest service, and maintaining the highest standards of quality and safety.

Key Responsibilities:

  • Supervise and manage the Front Desk team to ensure excellent guest service and high-quality standards.
  • Conduct daily briefings and ensure all pertinent information is well received by team members.
  • Review and analyze work flow and standards at the Front Desk to identify areas for improvement.
  • Manage and supervise all tasks of the Front Desk team to ensure highest quality service is delivered and department standards are met.
  • Communicate with Front Office Manager on all matters regarding guest services and hotel operations.
  • Ensure documentation of all guest-related issues using the logbook.
  • Sign media and supervise shift handover procedures.
  • Coordinate and communicate with other hotel departments as required regarding general administration and operations issues.
  • Provide management presence at all times by assisting with the handling of guests' needs and complaints tactfully and efficiently.
  • Assist Guest Relations in greeting, rooming, and sending off guests.
  • Inspect front of house and back of house regularly for cleanliness and orderliness.
  • Ensure that front-line staff complies with marketing techniques and maximizes sales.
  • Check billing instructions, monitor guest credit, and act upon any discrepancies.
  • Coordinate full house situations and make all necessary arrangements to handle overbooking and pledge relocates.
  • Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently.
  • Ensure the Safety, Security, and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.
  • Conduct Night Audit Process for hotel.

Requirements:

  • Diploma in Tourism/Hospitality Management.
  • Minimum 3 years of relevant experience in a similar capacity.
  • Excellent reading, writing, and oral proficiency in English language.
  • Ability to speak other languages will be an advantage.
  • Good working knowledge of MS Excel, Word, PowerPoint, and Opera Cloud.

Competencies:

  • Strong leadership, interpersonal, and training skills.
  • Good communication and customer contact skills.
  • Results and service-oriented with an eye for details.
  • Ability to multi-task, work well in stressful and high-pressure situations.
  • A team player and builder.
  • A motivator and self-starter.
  • Well-presented and professionally groomed at all times.

Our Commitment to Diversity and Inclusion:

We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent.


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