Duty Manager

Job Description: Duty Manager - Front Office

Position Title: Duty Manager - Front Office
Department: Front Office
Reports To: Front Office Manager / Assistant Front Office Manager
Location: Baywatch Resort Goa Sanda Hotels Sernabatim
Employment Type: Full-Time

Position Summary:

The Duty Manager – Front Office ensures the smooth and efficient operation of the front desk, guest services, and overall guest experience during their assigned shifts. They are responsible for overseeing all front office activities, managing guest requests and concerns, and ensuring that the hotel's standards of service and operational procedures are consistently maintained.

Key Responsibilities:

• Guest Services and Interaction
• Act as the primary point of contact for guests during the assigned shift, ensuring an exceptional guest experience.
• Handle guest complaints, concerns, and special requests promptly and professionally, ensuring resolution to their satisfaction.
• Ensure smooth check-in and check-out procedures, assisting guests as needed.
• Operational Oversight
• Supervise and manage front office staff, including receptionists, concierges, and bell staff.
• Ensure proper handling of all guest bookings, reservations, and cancellations.
• Monitor room availability, and coordinate with housekeeping and maintenance to ensure rooms are ready for guests.
• Ensure that all front office operations comply with hotel policies and standards.
• Staff Management & Training
• Train, mentor, and motivate front office staff to provide high levels of guest satisfaction.
• Assist with shift scheduling and staffing requirements to ensure adequate coverage.
• Conduct performance evaluations and provide feedback and support to team members.
• Communication & Coordination
• Maintain clear and effective communication with other hotel departments, including housekeeping, maintenance, food & beverage, and security.
• Ensure smooth handover of shift duties to the next Duty Manager or Front Office team member, including updates on guest requests or issues.
• Security & Safety
• Ensure adherence to hotel safety and security procedures, including emergency protocols.
• Conduct regular checks on guest areas and public spaces to ensure they are secure and well-maintained.
• Oversee any incidents or emergencies that occur during the shift, ensuring proper procedures are followed.

Required Skills and Qualifications:

• Proven experience as a Duty Manager, Front Desk Supervisor, or in a similar role within the hospitality industry.
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills, with the ability to handle difficult situations diplomatically.
• Good problem-solving skills and ability to make decisions under pressure.
• Knowledge of front office operations, including reservations, check-in/check-out, and guest service standards.
• Familiarity with hotel management software (e.g., Opera, Protel, etc.).
• Flexibility to work in shifts, including evenings, weekends, and holidays.

Preferred Qualifications:

• A degree in hospitality management or a related field.
• Multilingual abilities are a plus.
• Prior experience in a leadership role within a luxury or high-end hotel.

Job Type: Full-time

Pay: ₹17,687.04 - ₹30,000.00 per month

Benefits:

• Food provided
• Paid sick time
• Paid time off
• Provident Fund

Application Question(s):

• Have you handled a team before if yes what was your team strength

Experience:

• Front desk: 3 years (Preferred)

Work Location: In person