Duty Manager (Front Office)

Job Title: Duty Manager (Front Office)

Department: Front Office

Reports To: Front Office Manager / General Manager

Location: Jaipur

Job Summary

The Duty Manager (Front Office) is a key leadership role responsible for the efficient and

smooth operation of the entire Front Office department during their assigned shift. This

includes overseeing guest services, handling guest inquiries and complaints, managing staff,

and ensuring the highest level of guest satisfaction. The Duty Manager acts as the "Manager

on Duty" for the hotel in the absence of senior management, making critical decisions and

responding to any operational needs or emergencies that may arise.

Key Responsibilities

• Operational Oversight & Leadership:
  
  

 Supervise and lead all Front Office functions during the shift, including reception,

concierge, guest relations, and bell services.

 Ensure all guest service standards and procedures are consistently met and exceeded.

 Oversee guest check-ins, check-outs, and room assignments, ensuring accuracy and

efficiency.

 Monitor daily hotel operations, including occupancy levels, room availability, and

VIP arrivals.

 Conduct regular inspections of the lobby, front desk, and other public areas to ensure

cleanliness, organization, and adherence to brand standards.

 Respond to and resolve any operational issues or challenges that arise during the shift.

 Act as the point of contact for all hotel departments in the absence of senior

management.

• Guest Relations & Service Recovery:
  
  

 Greet and interact with guests in a professional and welcoming manner, especially

VIPs and regular guests.

 Handle all guest inquiries, requests, and complaints promptly, efficiently, and with

empathy, ensuring satisfactory resolution.

 Proactively anticipate guest needs and offer personalized service.

 Implement effective service recovery procedures to turn negative guest experiences

into positive ones.

 Maintain a comprehensive knowledge of all hotel facilities, services, and local

attractions to assist guests.

• Staff Management & Development:
  
  

 Supervise, motivate, and train Front Office staff (Front Desk Agents, Guest Relations

Executives, Bell Desk, Concierge).

 Conduct pre-shift briefings and delegate tasks to ensure smooth operations.

 Monitor staff performance, provide constructive feedback, and conduct performance

reviews as required.

 Manage staff scheduling, attendance, and adherence to hotel policies.

 Identify training needs and assist in the development of Front Office team members.

 Ensure all staff are knowledgeable about hotel systems, procedures, and service

standards.

• Financial & Administrative:
  
  

 Oversee cash handling, credit card transactions, and billing procedures, ensuring

accuracy and security.

 Monitor daily revenue reports and ensure proper accounting of all transactions.

 Authorize and process adjustments, rebates, and complimentary services as per hotel

policy.

 Maintain accurate guest records and departmental logs.

 Prepare daily shift reports, outlining key events, issues, and resolutions.

 Assist in inventory management of Front Office supplies.

• Safety, Security & Emergency Response:
  
  

 Be fully aware of and implement all hotel safety and security procedures.

 Respond effectively to emergencies (e.g., fire alarms, medical emergencies, security

incidents) following established protocols.

 Act as the primary contact for emergency services in the absence of senior

management.

 Ensure guest and staff safety and security at all times.

Qualifications

 Education: Bachelor's degree or Diploma in Hospitality Management, Hotel

Administration, or a related field.

 Experience

• Minimum of 5 years of progressive experience in Front Office operations,
  
  

with at least 2 years in a supervisory or leadership role (e.g., Team Leader,

Supervisor, Assistant Front Office Manager).

• Proven experience in a luxury or full-service hotel/resort environment is
  
  

highly preferred.

 Skills

• Excellent leadership, supervisory, and team-building skills.
• Exceptional interpersonal, communication (verbal and written), and guest
  
  

relations skills.

• Strong problem-solving, decision-making, and conflict-resolution abilities.
• Proficiency in Property Management Systems (PMS) such as IDS, Opera, or
  
  

similar.

• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Strong organizational skills and attention to detail.
• Ability to handle multiple tasks and work effectively under pressure.
• Fluency in English is essential; proficiency in additional languages (e.g., local
  
  

regional languages, major international languages) is a significant asset.

 Personal Attributes

• Professional demeanor, impeccable grooming, and a polished appearance.
• Calm, composed, and decisive, especially in challenging situations.
• Empathetic and customer-focused with a genuine desire to serve.
• Highly responsible and reliable.
• Proactive and takes initiative.
  
  

Working Conditions

 Primarily based at the Front Office desk or in the hotel lobby.

 Requires standing for extended periods.

 Flexibility to work various shifts, including mornings, evenings, overnight (night

audit), weekends, and holidays, as per the hotel's 24/7 operation.

 May require responding to emergency calls outside of regular working hours.