Duty Manager
Accor · Kochi
Job Description
We are seeking a dynamic and organized Duty Manager to join our team in Kochi, India. As a Duty Manager, you will be the backbone of our operations, ensuring seamless service delivery, maintaining the highest standards of safety and security, and representing management with professionalism and empathy. This role offers an exciting opportunity to lead during your shift, make decisive decisions, and create exceptional experiences for our guests while supporting your team with collaborative leadership and transparent communication.
- Oversee all hotel operations during assigned shifts, conducting regular property tours to ensure compliance with organizational standards and identify any maintenance or service issues
- Serve as the primary point of contact for guest concerns and complaints, addressing issues promptly with diplomacy and finding effective solutions that prioritize guest satisfaction
- Ensure the safety and security of all guests, staff members, and property assets by monitoring security protocols, responding to incidents, and implementing emergency procedures as needed
- Supervise and coordinate front office operations, including check-ins, check-outs, and guest communications, while maintaining brand standards and hospitality excellence
- Anticipate guest needs and personalize interactions to enhance satisfaction and foster loyalty throughout their stay
- Maintain detailed and accurate duty reports, documenting all incidents, guest feedback, and operational observations, and ensure timely distribution to relevant departments
- Manage VIP arrivals and departures with meticulous attention to detail, coordinating with various departments to deliver customized service experiences
- Monitor and promote hotel amenities, services, and dining outlets to guests, actively contributing to revenue generation and guest engagement
- Respond to guest feedback and online reviews within 24 hours, demonstrating commitment to continuous improvement and guest relations
- Collaborate with all departments to ensure consistent service quality, resolve interdepartmental issues, and support team members in delivering excellence
- Implement and enforce health, safety, security, and quality control procedures across all areas of the property
- Participate in staff training initiatives, guest experience meetings, and quality improvement projects to drive organizational excellence
- Manage stress effectively while maintaining composure and making sound decisions during high-pressure situations
Qualifications
**Required Skills and Competencies:**
- Fluency in English; additional language proficiency is highly valued
- Exceptional organizational and time management abilities
- Strong analytical and problem-solving skills
- Advanced interpersonal and communication skills with active listening capabilities
- Leadership and team management experience
- Customer service orientation with a genuine commitment to guest satisfaction
- Ability to remain calm and make decisive decisions under pressure
- Proficiency in conflict resolution and diplomatic communication
- Attention to detail and accuracy in documentation and reporting
- Adaptability and flexibility in a dynamic work environment
- Proactive and anticipatory mindset
- Professional presentation and demeanor
**Required Experience:**
- Minimum 2-3 years of experience in hospitality operations or front office management
- Proven experience in a supervisory or management role
- Experience handling VIP guests and managing guest relations
- Familiarity with property management systems (PMS) such as OPERA or similar platforms
- Background in duty management, shift supervision, or night audit operations
- Experience in luxury or upscale hospitality establishments is preferred
**Preferred Qualifications:**
- Hospitality management certification or relevant training
- Knowledge of health, safety, and security regulations
- Experience with incident reporting and crisis management
- Familiarity with budget management and cost control
- Background in quality assurance and guest satisfaction programs
- Experience with loyalty programs and guest profiling systems
**Essential Attributes:**
- Resilience and ability to handle multiple priorities simultaneously
- Inclusive and supportive approach to team collaboration
- Transparent and ethical decision-making practices
- Empathetic understanding of guest and staff needs
- Goal-oriented mindset with commitment to operational excellence
- Efficient work habits and strong organizational capabilities
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