Duty Manager (Front Office)

Job Description

Job Title: Duty Manager (Front Office) Department: Front Office Reports To: Front Office Manager / General Manager Location: Jaipur Job Summary The Duty Manager (Front Office) is a key leadership role responsible for the efficient and smooth operation of the entire Front Office department during their assigned shift. This includes overseeing guest services, handling guest inquiries and complaints, managing staff, and ensuring the highest level of guest satisfaction. The Duty Manager acts as the "Manager on Duty" for the hotel in the absence of senior management, making critical decisions and responding to any operational needs or emergencies that may arise. Key Responsibilities Operational Oversight & Leadership:  Supervise and lead all Front Office functions during the shift, including reception, concierge, guest relations, and bell services.  Ensure all guest service standards and procedures are consistently met and exceeded.  Oversee guest check-ins, check-outs, and room assignments, ensuring accuracy and efficiency.  Monitor daily hotel operations, including occupancy levels, room availability, and VIP arrivals.  Conduct regular inspections of the lobby, front desk, and other public areas to ensure cleanliness, organization, and adherence to brand standards.  Respond to and resolve any operational issues or challenges that arise during the shift.  Act as the point of contact for all hotel departments in the absence of senior management. Guest Relations & Service Recovery:  Greet and interact with guests in a professional and welcoming manner, especially VIPs and regular guests.  Handle all guest inquiries, requests, and complaints promptly, efficiently, and with empathy, ensuring satisfactory resolution.  Proactively anticipate guest needs and offer personalized service.  Implement effective service recovery procedures to turn negative guest experiences into positive ones.  Maintain a comprehensive knowledge of all hotel facilities, services, and local attractions to assist guests. Staff Management & Development:  Supervise, motivate, and train Front Office staff (Front Desk Agents, Guest Relations Executives, Bell Desk, Concierge).  Conduct pre-shift briefings and delegate tasks to ensure smooth operations.  Monitor staff performance, provide constructive feedback, and conduct performance reviews as required.  Manage staff scheduling, attendance, and adherence to hotel policies.  Identify training needs and assist in the development of Front Office team members.  Ensure all staff are knowledgeable about hotel systems, procedures, and service standards. Financial & Administrative:  Oversee cash handling, credit card transactions, and billing procedures, ensuring accuracy and security.  Monitor daily revenue reports and ensure proper accounting of all transactions.  Authorize and process adjustments, rebates, and complimentary services as per hotel policy.  Maintain accurate guest records and departmental logs.  Prepare daily shift reports, outlining key events, issues, and resolutions.  Assist in inventory management of Front Office supplies. Safety, Security & Emergency Response:  Be fully aware of and implement all hotel safety and security procedures.  Respond effectively to emergencies (e.g., fire alarms, medical emergencies, security incidents) following established protocols.  Act as the primary contact for emergency services in the absence of senior management.  Ensure guest and staff safety and security at all times. Qualifications  Education: Bachelor's degree or Diploma in Hospitality Management, Hotel Administration, or a related field.  Experience Minimum of 5 years of progressive experience in Front Office operations, with at least 2 years in a supervisory or leadership role (e.g., Team Leader, Supervisor, Assistant Front Office Manager). Proven experience in a luxury or full-service hotel/resort environment is highly preferred.  Skills Excellent leadership, supervisory, and team-building skills. Exceptional interpersonal, communication (verbal and written), and guest relations skills. Strong problem-solving, decision-making, and conflict-resolution abilities. Proficiency in Property Management Systems (PMS) such as IDS, Opera, or similar. Proficient in Microsoft Office Suite (Word, Excel, Outlook). Strong organizational skills and attention to detail. Ability to handle multiple tasks and work effectively under pressure. Fluency in English is essential; proficiency in additional languages (e.g., local regional languages, major international languages) is a significant asset.  Personal Attributes Professional demeanor, impeccable grooming, and a polished appearance. Calm, composed, and decisive, especially in challenging situations. Empathetic and customer-focused with a genuine desire to serve. Highly responsible and reliable. Proactive and takes initiative. Working Conditions  Primarily based at the Front Office desk or in the hotel lobby.  Requires standing for extended periods.  Flexibility to work various shifts, including mornings, evenings, overnight (night audit), weekends, and holidays, as per the hotel's 24/7 operation.  May require responding to emergency calls outside of regular working hours. Show more Show less