Duty Manager - Front Office (225-68)

Job Description

The Duty Manager - Front Office plays a critical role in creating a welcoming and efficient atmosphere for all guests. This role requires excellent leadership skills as the successful candidate will manage the daily operations of the front office and coordinate various tasks across departments. With a focus on customer service excellence, the Duty Manager ensures that each guest's experience is memorable, addressing and resolving issues promptly and professionally. They are responsible for maintaining high standards in guest services, implementing best practices, and training staff to ensure optimal performance. Additionally, the Duty Manager will oversee the cleanliness and organization of the front office area and work collaboratively with other managers to exceed guest satisfaction. Their role is essential in leading the team to deliver quality service in alignment with the company's brand reputation.

Responsibilities

• Ensure smooth and efficient operation of the front office department.
• Supervise and train front office staff to maximize their performance and professional growth.
• Coordinate with housekeeping and maintenance to ensure rooms are ready and up to guest standards.
• Resolve guest complaints and issues promptly, maintaining high satisfaction levels.
• Implement and monitor front office operating procedures to improve efficiency and effectiveness.
• Provide daily reports and updates to senior management regarding operations and guest feedback.
• Manage check-in and check-out processes to ensure guest satisfaction and efficiency.
• Stay updated on all hotel policies, promotions, and events to communicate accurate information to guests.
• Uphold the company’s culture of excellence by ensuring top-quality customer service standards.
• Ensure compliance with health and safety regulations to provide a safe environment for guests and staff.
• Participate in regular meetings with department heads to align on goals and procedures.
• Monitor and review financial transactions, including billing and cash handling, for accuracy.

Requirements

• Bachelor’s degree in Hospitality Management, Hotel Administration, or a related field.
• Minimum three years of experience in a supervisory role within the hospitality industry.
• Exceptional interpersonal and communication skills with both guests and staff.
• Proven ability to handle stressful situations with grace and composure.
• Outstanding organizational skills with a keen eye for detail and accuracy.
• Ability to work flexible hours, including weekends and holidays, as required.
• Familiarity with hotel management software and Microsoft Office Suite.

---