The Duty Manager – Front Office is responsible for overseeing the smooth and efficient operation of the hotel's Front Office during the assigned shift. The role ensures excellent guest service, effective coordination between departments, proper handling of guest complaints, and compliance with hotel standards and procedures.
Key Responsibilities
- Supervise and manage all Front Office operations during the assigned shift.
- Ensure smooth check-in and check-out procedures for all guests.
- Welcome VIPs, repeat guests, and special guests and ensure their requirements are properly handled.
- Monitor room availability, room status, arrivals, departures, and room allocations.
- Handle guest complaints, requests, and service issues professionally and efficiently.
- Ensure guest satisfaction and maintain high standards of hospitality.
- Coordinate with Housekeeping regarding room status, cleaning, maintenance, and room readiness.
- Coordinate with Engineering/Maintenance for guest room and hotel maintenance issues.
- Work closely with Reservations, F&B, Security, and other departments to resolve operational issues.
- Monitor Front Office staff performance and provide guidance and support during the shift.
- Ensure proper handling of cash, credit card transactions, deposits, and billing procedures.
- Verify guest accounts and ensure accurate posting of charges.
- Handle emergency situations and follow hotel safety and security procedures.
- Maintain proper records, reports, logbooks, and shift handover information.
- Conduct regular checks of the lobby, reception, guest areas, and Front Office facilities.
- Ensure hotel policies, SOPs, grooming standards, and service standards are followed.
- Assist with room upgrades, early check-ins, late check-outs, and special guest requests as per hotel policy.
- Monitor guest feedback and take immediate corrective action when required.
- Support the Front Office Manager in achieving departmental targets.
- Ensure smooth communication between shifts through effective handover.
- Take charge of the hotel operation in the absence of senior management, as authorized.
- Perform any other duties assigned by the Front Office Manager or Hotel Management.
Qualifications
- Diploma/Degree in Hotel Management, Hospitality Management, or a related field.
- Previous experience in Front Office operations, preferably in a hotel.
- Experience in a supervisory role is preferred.
- Good knowledge of hotel PMS and Front Office procedures.
- Good communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Good leadership and team-management skills.
- Professional appearance and positive attitude.
- Willingness to work shifts, weekends, and public holidays.
Key Skills
- Guest Relations
- Front Office Operations
- Team Leadership
- Complaint Handling
- Problem Solving
- Communication Skills
- PMS/Hotel Software Knowledge
- Cash & Billing Procedures
- Emergency Handling
- VIP Guest Handling
- Interdepartmental Coordination
- Time Management
Key Performance Areas (KPIs)
- Guest satisfaction and positive feedback
- Efficient check-in/check-out process
- Resolution of guest complaints
- Front Office operational efficiency
- Accuracy of billing and cash handling
- Staff performance and discipline
- Compliance with hotel SOPs and service standards
- Effective shift handover and communication
Pay: ₹30,000.00 - ₹35,000.00 per month
Benefits:
- Food provided
- Provident Fund
Work Location: In person
