Duty Manager at Accor

Job Description

The Duty Manager is responsible for overseeing daily hotel operations to ensure an exceptional guest experience. Acting as the key point of contact for guests, the Duty Manager resolves issues, coordinates departments, and ensures smooth operation while maintaining service standards.

Guest Relations:

• Act as the primary contact for guest queries, complaints, and requests.
• Ensure VIP guests and special occasion celebrations are managed with personalized attention.
• Handle and resolve guest complaints promptly and professionally.

Operations Management:

• Oversee the smooth running of daily hotel operations across departments (Front Office, Housekeeping, Food & Beverage, etc.).
• Conduct property walkthroughs to ensure standards are being maintained.
• Coordinate with all departments to handle any operational challenges.
• Monitor lobby and front desk areas for cleanliness, staff presentation, and guest interactions.

Staff Supervision:

• Lead, guide, and motivate team members during shifts.
• Conduct shift briefings to communicate daily goals, guest preferences, and key updates.
• Ensure staff adhere to hotel policies, grooming standards, and operating procedures.

Financial Oversight:

• Oversee cash handling procedures, ensuring accuracy and compliance.
• Assist in end-of-day reconciliation and reporting.
• Monitor room rates and availability in coordination with the reservations team.

Health & Safety Compliance:

• Ensure all health, safety, and security standards are adhered to.
• Act as the point of contact for emergencies, including fire drills and medical situations.
• Document and report any incidents according to company policy.

Reporting:

• Prepare and share end-of-shift reports with department heads and the General Manager.
• Highlight operational challenges and propose solutions.

Qualifications

• Diploma/Degree in Hospitality Management or a related field.
• 3+ years of experience in hotel operations, with at least 1 year in a supervisory role.
• Proficiency in computer systems and hotel software.
• Flexibility to work shifts, including nights, weekends, and holidays.
• Strong leadership and decision-making abilities.
• Excellent communication and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Problem-solving and conflict-resolution skills.
• Knowledge of hotel management systems (e.g., Opera, PMS).