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Duty Manager

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Accor

5d ago

  • Job
    Full-time
    Junior Level
  • Hospitality & Retail
    People, HR & Administration
  • Kolkata

AI generated summary

  • You need a Diploma in Tourism/Hospitality, 2 years' experience, strong English skills, proficiency in MS Office, leadership abilities, detail-oriented, and capable of handling stress.
  • You will ensure guest satisfaction, manage reception and concierge operations, maintain cleanliness, handle inquiries, oversee team briefings, and address complaints effectively.

Requirements

  • Diploma in Tourism / Hospitality Management
  • Minimum 2 years of relevant experience in a similar capacity
  • Excellent reading, writing and oral proficiency in English language
  • Ability to speak other languages and basic understanding of local languages will be an advantage
  • Good working knowledge of MS Excel, Word, & PowerPoint
  • Strong leadership, interpersonal and training skills
  • Results and service oriented with an eye for details
  • Ability to multi-task, work well in stressful & high-pressure situations
  • A team player & builder

Responsibilities

  • Responsible for the smooth functioning and for the satisfactory rooming and welfare of all guests.
  • Responsible for Reception, Concierge operations, Hospitality and Cashier.
  • Liaise with different departments for smooth and coordinated work.
  • Ensure cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.
  • Ensure to interact with the guests & enable the team to understand guest requirements.
  • Adhere to the Standard Operating Procedures & policies.
  • Check outstanding of in-house guests on a daily basis.
  • To check whether the following records are kept in order and up to date.
  • “C” forms
  • Reception / Information Log Book
  • Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.
  • Ensure all V.V.I.P room inspection in coordination with House Keeping Department.
  • Ensure that newspapers and parcels are delivered in the rooms without delay.
  • To be readily available at all times to deal with problems or complaints.
  • Ensure effective and speedy check-in & check-out facilities.
  • Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
  • Conduct briefing for concierge and Front Office Assistants.

FAQs

What are the primary responsibilities of a Duty Manager?

The primary responsibilities include ensuring the smooth functioning and satisfactory welfare of all guests, overseeing reception and concierge operations, coordinating with different departments, maintaining cleanliness in front office areas, and interacting with guests to understand their requirements.

What qualifications are required for the Duty Manager position?

A Diploma in Tourism or Hospitality Management, a minimum of 2 years of relevant experience in a similar role, and excellent proficiency in English (reading, writing, and speaking) are required.

Is knowledge of other languages beneficial for this role?

Yes, the ability to speak other languages and a basic understanding of local languages will be an advantage.

What competencies should an ideal candidate possess?

An ideal candidate should have strong leadership and interpersonal skills, be results and service-oriented with attention to detail, possess the ability to multi-task and work well under pressure, and be a team player and builder.

What technology skills are expected from a Duty Manager?

A good working knowledge of MS Excel, Word, and PowerPoint is expected.

How does the Duty Manager handle guest inquiries and complaints?

The Duty Manager is responsible for dealing with guest inquiries and complaints tactfully, initiating follow-up actions to ensure guest satisfaction.

What is the expected response time for guest mail and messages?

All mail and messages awaiting incoming guests are expected to be delivered promptly.

What should I do if I encounter a complaint from a guest?

You should address the complaint tactfully and initiate follow-up actions to resolve the issue efficiently.

How does the Duty Manager ensure effective check-in and check-out processes?

The Duty Manager is responsible for ensuring effective and speedy check-in and check-out facilities for guests.

Are there any specific reports that a Duty Manager must keep updated?

Yes, the Duty Manager must ensure that “C” forms, the Reception/Information Log Book, and other relevant records are kept organized and up to date.

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Accor

Travel & Leisure
Industry
10,001+
Employees

Mission & Purpose

Accor is a leading global hospitality group offering a diverse portfolio of over 5,300 hotels and residences across more than 110 countries. It encompasses a wide range of brands, from luxury to economy, such as Raffles, Fairmont, Sofitel, Novotel, and ibis. Accor is committed to providing exceptional guest experiences through innovative services and a strong focus on sustainability and community engagement. The company aims to create memorable stays while contributing positively to the environment and the communities where it operates.