Duty Manager

To ensure the smooth and efficient operation of the Front Office department and coordination with various other departments in order to ensure personalized, prompt and flawless service to all guests. The position will also act as a one point contact for all the in-house guests, in case of guest requests, complaints or any other feedback.

Essential Job Tasks:

• Develops and sustains productive customer relationships, actively seeking information to understand and address guests' needs.
• Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on social media platforms and ensures appropriate corrective action is taken in consultation with Front Office Manager.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.

Areas of Responsibility:

Planning:

• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Assists the Front Office Manager in implementing the annual plan using the TBEM framework, linking the department's objectives and overall strategy.

Financials:

• Ensures daily performance and manages revenue through revenue and yield management techniques.
• Focuses on generating incremental revenue through early check-in and late check-outs.
• Encourages the team to cross-sell other hotel services like spa, restaurants, and travel services.
• Monitors the business of competition hotels in terms of new accounts and rates.

Process:

• Acts as the primary point of contact for all guest inquiries, requests, and complaints, ensuring issues are resolved promptly and satisfactorily.
• Ensures all guests receive exceptional service, maintaining high levels of guest satisfaction.
• Addresses VIP guests' needs, prepares for their arrival, and follows up on special requests.
• Oversees daily hotel operations in the absence of senior management, coordinating with departments (housekeeping, front office, food and beverage, etc.) to ensure smooth functioning.
• Performs routine checks across hotel facilities to ensure cleanliness, safety, and readiness.
• Ensures compliance with health and safety regulations, including emergency procedures and protocols.
• Leads, motivates, and supports staff members across departments, fostering a positive work environment.
• Conducts shift briefings, checks staff grooming, ensuring that all departments are informed of daily events, special requests, and operational priorities.
• Manages staffing issues on the shift, including handling absenteeism, scheduling, and reallocating resources as needed.
• Assists in managing cash handling and financial transactions at the front desk.
• Monitors and manages shift budgets and expenses, ensuring efficiency without compromising guest experience.
• Assists with night audits, reports, and billing issues, ensuring accuracy in record-keeping.
• Acts as the emergency response leader in case of incidents, ensuring guest and staff safety.
• Responds to security issues or disturbances and liaises with law enforcement or emergency services if necessary.
• Ensures that staff are aware of emergency procedures and are trained to handle various situations effectively.
• Prepares shift reports detailing any incidents, guest feedback, and operational issues to be communicated to senior management.
• Coordinates with other managers to ensure seamless transitions between shifts.
• Provides input and recommendations for improving operational efficiency and guest satisfaction.
• Adheres to the Tata code of conduct, safety policies and values of the organization as defined.

Required Qualifications:

Degree in Hospitality Management

Work Experience:

At least 2 years of relevant experience at a managerial position

Languages Needed in Position:

English