Duty Manager

Duty Manager

Full-Time

Permanent

Rooms

ACCOR Location: ibis Kochi City Centre, Ernakulam, India

External Reference: REF121252Q

Duty Manager

Region

MEA SPAC

Job Description

Prime Function:

• Responsible for the smooth functioning and for the satisfactory rooming and welfare of all guests of the hotel.
• Responsible for Reception, Concierge operations, Telephones, Hospitality and Cashier.
• Liaise with different departments for smooth and coordinated work.
• Ensure cleanliness of all areas under the Front Office, Lobby, corridors, main staircase and drive away.
• Ensure to interact with the guests & enable the team to understand guest requirements.

Key Responsibilities

• Front Office Planning

• Ensure that the arrivals and departures for the day and relevant records are maintained.

• Ensure quality in all aspects of work and among the staff in the lobby.

• People Management

• Personally welcome and escort all guests of the hotel.

• Authorize courtesies for V.I.P’s.

• Ensure that regular training is conducted as per the standards.

• Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.

• Financial Management

• Responsible for maintaining high level of room sales, by up-selling.

• Ensure maximum room occupancy within agreed overbooking policy.

• Ensure to balance the accounts on a daily basis.

• Operational Management

• Adhere to the Standard Operating Procedures & policies.

• Check out-standings of in-house guests on a daily basis.

• To check whether the following records are kept in order and up to date.

• “C” forms

• Reception / Information Log Book

• Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.

• Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.

• Check the grooming and hygiene of the team.

• Ensure all V.V.I.P room inspection in coordination with House Keeping Department.

• Ensure that newspapers and parcels are delivered in the rooms without delay.

• To be readily available at all times to deal with problems or complaints.

• Ensure effective and speedy check-in & check-out facilities.

• Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.

• Ensure that the entrance is easily accessible to cars and taxis at all times.

• Conduct briefing for concierge and Front Desk Associate’s

• Managerial Qualities

• Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behavior, tactfulness, openness, and cultural awareness;

• Ability to accept responsibility;

• Self confidence, motivation, drive and tenacity;

• Ability to enhance organizational performance;

• Ability to clearly delegate tasks and responsibilities;

• Ability to think strategically, inductively, and creatively;

• and the propensity to recognize and acknowledge other peoples’ ideas.

Qualifications

• 3 to 4 years of experience in a similar role within hospitality.
• Strong leadership and communication skills.
• Proficient in hotel management software (e.g., Opera, PMS).
• Ability to handle guest complaints and solve problems efficiently.
• Fluent in English (spoken and written)
• Ability to work under pressure and manage shifts, including weekends and holidays.