Duty Manager

Job description

Company Description

The Fairmont Hanoi will open in the Vietnamese capital before year end of 2025, making it the first Fairmont brand in the country. The 241-room luxury hotel will take design inspiration from the art of lacquer with the traditional colours of Vietnam, the Indochinese style from the French colonial period, and draws motifs from Vietnam’s dynasties. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as two indoor and outdoor swimming pools, an extensive gym and an entire floor of wellness spa and bathhouse. For corporate and social groups, the Fairmont Hanoi will offer three ballrooms, the largest being a 1,100m2 grand ballroom as well as nine meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Hanoi is set to become the social epicentre of Hanoi!

Job Description

As Duty Manager at Fairmont Hanoi, you are responsible for overseeing the hotel’s daily operations, ensuring seamless and consistent guest experience, and maintaining service excellence during all shifts. A key focus will be on operational efficiency, billing accuracy, and effective coordination across departments to uphold the highest standards of the Fairmont brand.

Key Interactions

Daily Operations

·  Oversee all front office operations, including check-in/check-out, room assignments, and lobby management
·  Ensure smooth communication and coordination with Housekeeping, Engineering, Food & Beverage and other departments
·  Support Front Desk colleagues in managing guest flows, room readiness, and service delivery
·  Ensure all service areas are operating in compliance with brand and safety standards

Billing & Financial Accuracy

·  Review and verify guest folios, billing charges, payment methods, and account balances
·  Handle billing inquiries and resolve discrepancies in a timely and professional manner
·  Assist the Front Office and Finance teams with nightly audits, account settlements, and cashier spot checks
·  Ensure compliance with credit policies, monitor high-balance accounts and follow- up properly

Guest Service & Issue Resolution

·  Serve as the primary point of contact for guest concerns, complaints, and special requests
·  Handle service recovery promptly and ensure follow-up actions are completed
·  Personally welcome VIPs and long-stay guests, ensuring personalized experiences

Leadership & Supervision

·  Supervise and support the front office team during working shift, ensuring engagement and accountability
·  Conduct daily briefings, manage shift coverage, and ensure proper handovers between teams
·  Coach and guide team members on service procedures, guest handling, and billing accuracy

Administrative & Reporting

·  Maintain a clear and detailed Duty Manager log, documenting key incidents, billing adjustments, and guest interactions
·  Report and escalate critical issues to senior management as required
·  Monitor operational reports (room status, arrivals/departures, discrepancies) and take corrective actions when necessary

Qualifications

Knowledge and Experience

·  Diploma or degree in Hospitality Management or related field
·  Minimum 2 years of experience in Front Office operations in a luxury hotel; prior Duty Manager experience preferred
·  Strong understanding of front office systems, guest billing, and night audit processes
·  Proficiency in Opera PMS and Microsoft Office
·  Fluent in English; both verbal and written
·  Flexible working shifts, weekends, overnight, and holidays as required

Competencies

·  Guest-oriented and customer focus service minded
·  Strong attention to detail and ability to handle multiple priorities
·  Excellent communication, organizational, and problem-solving skills
·  Courteous and helpful
·  Comfortable working in a dynamic and multicultural environment