We are seeking a highly organized and customer-focused Duty Manager to join our team in Mumbai, India. As a Duty Manager, you will play a crucial role in ensuring the smooth and efficient daily operations of our hotel, particularly in the front office area. You will be responsible for supervising staff, managing guest experiences, and maintaining the highest standards of service quality.
Oversee the daily operations of the front desk and ensure optimal guest service at all times
Conduct daily briefings and communicate important information to team members
Manage and supervise front office staff to maintain department standards and deliver high-quality service
Analyze and improve work processes and standards at the front desk
Review rate variance reports and approve discounts to ensure proper revenue control
Handle guest complaints and special requests efficiently and professionally
Coordinate with other departments to address operational issues and enhance guest experiences
Inspect front and back of house areas regularly to maintain cleanliness and orderliness
Manage full house situations and handle overbookings effectively
Ensure compliance with safety, security, and loss control policies and procedures
Conduct night audit processes as required
Provide training and orientation to new team members on hotel service standards and procedures
Motivate and support staff to create a positive work environment
Stay updated on all hotel services, amenities, and emergency procedures
Diploma in Tourism or Hospitality Management
Minimum 3 years of relevant experience in a similar capacity within the hospitality industry
Excellent verbal and written communication skills in English
Proficiency in MS Office suite (Excel, Word, PowerPoint) and hotel management software (e.g., Opera Cloud)
Strong leadership, interpersonal, and training skills
Exceptional customer service orientation with the ability to handle high-pressure situations
Detail-oriented with excellent organizational and multitasking abilities
Proven ability to make quick, sound decisions in a fast-paced environment
In-depth knowledge of hotel operations and front office procedures
Familiarity with local hospitality regulations and standards in Mumbai
Flexibility to work various shifts, including nights, weekends, and holidays
Ability to speak additional languages is a plus
