Duty Manager

Job description

Company Description

Join  us at Accor,  where  life pulses  with  passion! ​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality   is  a  work  of  heart , ​
Join  us and  become  a  Heartist ®.

Job Description

·  Review and update the logbook.
·  Check equipment and work setups.
·  Maintain a smart appearance, be well-groomed, and keep a friendly, cheerful disposition at all times.
·  Oversee daily operations and ensure smooth workflow.
·  Report regularly to supervisors or the night manager (if on shift).
·  Monitor employee performance and provide coaching and necessary training.
·  Handle guest complaints, take immediate action to ensure satisfaction, and inform the manager when needed.
·  Implement and coordinate OSM (Operational Standards Manual) procedures in line with the company’s values and core behaviors.
·  Follow emergency procedures, including fire and first aid protocols.
·  Be fully aware of daily activities and have knowledge of the hotel's products and facilities.
·  Ensure that the panic report is printed at least twice during the shift.
·  Prepare for daily arrivals, including room allocation and handling special guest requests.
·  Ensure VIP rooms are ready, communicate with housekeeping and F&B, and handle all related tasks prior to VIP arrival.
·  Take responsibility for the shift, ensuring support for the reception team and resolving issues promptly.
·  Perform check-in and check-out for VIP guests and Accor members during work hours.
·  Lead and motivate the team to participate in hotel programs such as Circle M and Cherish to meet monthly goals.
·  Monitor online guest reviews (Tripadvisor, Booking.com, etc.), investigate issues, and respond accordingly.
·  Attend important meetings, such as credit and revenue meetings, when requested.
·  Manage financial tasks like cashiering, foreign exchange transactions, night audits, and guest settlements upon departure.
·  Provide smooth, friendly service to guests and respond promptly to requests and inquiries.
·  Handle walk-in reservations and process phone reservations when the reservations department is closed.
·  Issue guest room key cards and ensure effective security measures.
·  Check the Paymaster daily and provide feedback to the Rooms Division Manager.
·  Encourage the team to upsell rooms and breakfast daily, sharing results and feedback.
·  Train new reception staff and ensure that Opera V9 is used for system training.
·  Maintain a daily courtesy call sheet, sharing feedback and actions with the manager.
·  Coordinate with various departments (Front Office, Housekeeping, F&B), especially with the General Manager, regarding VIP and important guests.
·  Carry out any additional tasks assigned by the management during working hours.
·  Perform duties in accordance with Mövenpick Hotels & Resorts’ core behaviors: Trust, Relationship, Entrepreneurship, and Drive.
·  Assist other hotel departments when needed during duty hours.

Qualifications

·  Experience in a similar role within hospitality.
·  Strong leadership and communication skills.
·  Proficient in hotel management software (e.g., Opera, PMS).
·  Ability to handle guest complaints and solve problems efficiently.
·  Fluent in English (spoken and written)
·  Ability to work under pressure and manage shifts, including weekends and holidays.

Additional Information

experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus