Duty Manager/Senior Front Office Manager

The Duty Manager / Senior Front Office Manager is responsible for the smooth and efficient running of front office operations while also acting as the hotel's manager on duty. This role ensures that guest satisfaction, operational efficiency, team performance, and revenue opportunities are maximized. It requires strong leadership, problem-solving skills, and the ability to act with autonomy and authority.

Key Responsibilities:Guest Service & Front Office Operations

• Oversee day-to-day operations of the Front Office (Reception, Concierge, Bell Desk, and possibly Reservations).
• Ensure seamless check-in/check-out processes and excellent guest experience.
• Handle guest complaints and resolve issues in a timely and professional manner.
• Maintain a visible presence in the lobby to anticipate and address guest needs.

Duty Management Responsibilities

• Act as Manager on Duty (MOD), responsible for the entire property during assigned shifts.
• Respond to emergencies and coordinate with relevant departments or external agencies when required.
• Monitor safety, security, and cleanliness standards across the property.
• Prepare Duty Manager reports and communicate critical issues to senior management.

Team Leadership

• Supervise, train, and mentor front office staff, ensuring adherence to service standards and SOPs.
• Schedule staffing to ensure appropriate coverage.
• Conduct performance evaluations and provide feedback and coaching.
• Foster a collaborative and motivating team environment.

Revenue & Financial Management

• Support front desk in upselling rooms and promoting hotel services to maximize revenue.
• Monitor daily revenue reports and assist in managing departmental budgets.
• Ensure proper cash handling, billing procedures, and financial controls.

Administration & Reporting

• Maintain accurate records of incidents, guest feedback, and operational issues.
• Ensure compliance with brand standards, legal, and regulatory requirements.
• Liaise with other departments (Housekeeping, Maintenance, F&B) to ensure guest satisfaction and smooth operations.

Qualifications & Requirements:

• Degree or Diploma in Hospitality Management or related field.
• Minimum 15 years of Front Office experience, including supervisory or managerial roles.
• Strong communication, leadership, and problem-solving skills.
• Proficient in PMS software (e.g., Opera, Fidelio) and MS Office.
• Ability to work flexible shifts, including nights, weekends, and holidays.
• Calm under pressure and capable of handling emergencies with professionalism.

Job Type: Full-time