Position: Duty Manager – Front Office
Department: Front Office
Location: The LaLiT Golf & Spa Resort Goa, Canacona, Goa
Reports To: Front Office Manager
Job Summary
The Duty Manager is responsible for overseeing the day-to-day operations of the Front Office during assigned shifts, ensuring seamless guest experiences and maintaining the highest standards of hospitality. The role involves supervising front office associates, handling guest concerns, coordinating with various departments, and ensuring operational excellence in line with The LaLiT's brand standards.
Key ResponsibilitiesGuest Experience
- Ensure exceptional guest service throughout the guest journey.
- Personally welcome and assist VIPs, long-stay guests, and repeat guests.
- Handle guest complaints, feedback, and service recovery professionally and promptly.
- Monitor guest satisfaction and implement corrective actions when required.
- Ensure efficient check-in, check-out, and guest assistance processes.
Operations
- Supervise daily Front Office operations during assigned shifts.
- Ensure adherence to brand standards, SOPs, and service protocols.
- Coordinate with Housekeeping, Reservations, Engineering, Security, Concierge, and F&B for smooth operations.
- Monitor room inventory, occupancy, room readiness, and guest movement.
- Ensure accurate room allocation and manage overbooking situations when necessary.
- Conduct daily shift briefings and communicate important operational updates.
Team Management
- Lead, motivate, and guide Front Office Associates.
- Allocate duties and monitor staff performance during shifts.
- Coach team members on service excellence and operational procedures.
- Ensure proper grooming, discipline, and adherence to hotel policies.
Financial & Administrative
- Ensure accurate cash handling and shift closing procedures.
- Monitor billing accuracy and resolve guest account discrepancies.
- Prepare shift reports, incident reports, and guest feedback reports.
- Assist in achieving departmental revenue and upselling targets.
Safety & Compliance
- Ensure compliance with hotel policies, safety standards, and statutory regulations.
- Respond effectively to emergencies and coordinate with relevant departments.
- Ensure guest security, confidentiality, and data privacy are maintained at all times.
Qualifications
- Bachelor's degree or Diploma in Hotel Management or Hospitality Management.
- Minimum 4–6 years of Front Office experience in a luxury hotel, with at least 1–2 years in a supervisory or Duty Manager role.
- Experience working with luxury hospitality brands is preferred.
Skills & Competencies
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Exceptional guest relations and problem-solving skills.
- Ability to make sound decisions under pressure.
- Strong knowledge of Front Office operations and guest service standards.
- Proficiency in Property Management Systems (PMS) such as IDS, Opera, or similar platforms.
- Good understanding of revenue optimization and room inventory management.
- Computer proficiency in Microsoft Office applications.
- Ability to work flexible shifts, including weekends, holidays, and night shifts.
Key Performance Indicators (KPIs)
- Guest Satisfaction Scores (GSS)
- Online Reputation & Review Ratings
- Guest Complaint Resolution Time
- Check-in and Check-out Efficiency
- Upselling and Room Revenue Contribution
- Front Office Audit Compliance
- Team Productivity and Training Completion
- SOP & Brand Standard Compliance
What We Offer
- Opportunity to work with one of India's leading luxury hospitality brands.
- Professional development and career growth opportunities.
- Learning and development programs.
- Competitive compensation and employee benefits.
- A collaborative and guest-focused work environment.
The LaLiT Golf & Spa Resort Goa is an equal opportunity employer committed to creating an inclusive workplace where talent is recognized, nurtured, and rewarded.
Pay: ₹30,000.00 - ₹38,000.00 per month
Benefits:
- Flexible schedule
- Food provided
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Provident Fund
Work Location: In person
