Duty Manager
Hyderābād (Hyderābād) Sales
Job description
Job Description
Guest Experience & Service Excellence
· Ensure all guests receive a warm welcome and personalized service.
· Handle guest complaints, concerns, and special requests efficiently and professionally.
· Monitor guest satisfaction levels and implement improvements where necessary.
· Act as the primary point of contact for VIPs and special guests.
Operations & Team Support
· Oversee front office, housekeeping, and F&B operations during their shift.
· Ensure smooth check-in, check-out, and room allocation processes.
· Coordinate with other departments to resolve operational issues.
· Conduct shift briefings to keep staff informed of hotel updates and guest arrivals.
Crisis & Complaint Management
· Respond to emergency situations, ensuring guest and staff safety.
· Handle incidents such as medical emergencies, security concerns, and maintenance issues.
· Prepare incident reports and escalate matters as needed.
Revenue & Financial Responsibilities
· Monitor room availability and rates to maximize revenue.
· Authorize discounts and refunds when necessary, ensuring proper documentation.
· Ensure cash handling and billing procedures comply with hotel policies.
Leadership & Staff Development
· Lead by example and uphold Accor’s Heartist® culture.
· Coach and support front-line employees to enhance their performance.
· Assist in training and onboarding new team members.
· Foster a positive work environment and encourage teamwork.
Qualifications
· Previous Duty Manager experience preferably within a hotel environment
· Exceptional communication and interpersonal skills that will see you develop strong rapport with guests and colleagues
· A confident and proactive problem solver, with strong conflict resolution skills
· The innate ability to remain calm under pressure and when responding to emergency situations
· Exceptional time management skills will help you in managing competing priorities in this fast-paced service environment
· Excellent attention to detail and a genuine commitment to delivering 5-star service
· Experience with Opera PMS, and First Aid and CPR is advantageous