Duty Manager

Accor is a multinational hospitality company headquartered in France. It's one of the largest hotel groups globally and operates in over 100 countries. Accor was founded in 1967 by Paul Dubrule and Gérard Pélisson. It initially focused on the motel-hotel market in France and expanded internationally in the 1970s and 1980s. Over the years, it has grown through acquisitions and diversification. Accor operates a wide range of hotel brands covering various segments of the market, from luxury to budget. Some of its well-known brands include Sofitel, Raffles, Fairmont, Novotel, ibis, Mercure, and many others.

Job Description

We are seeking a highly organized and customer-focused Duty Manager to join our team in Mumbai, India. As a Duty Manager, you will play a crucial role in ensuring the smooth and efficient daily operations of our hotel, particularly in the front office area. You will be responsible for supervising staff, managing guest experiences, and maintaining the highest standards of service quality.

• Oversee the daily operations of the front desk and ensure optimal guest service at all times
• Conduct daily briefings and communicate important information to team members
• Manage and supervise front office staff to maintain department standards and deliver high-quality service
• Analyze and improve work processes and standards at the front desk
• Review rate variance reports and approve discounts to ensure proper revenue control
• Handle guest complaints and special requests efficiently and professionally
• Coordinate with other departments to address operational issues and enhance guest experiences
• Inspect front and back of house areas regularly to maintain cleanliness and orderliness
• Manage full house situations and handle overbookings effectively
• Ensure compliance with safety, security, and loss control policies and procedures
• Conduct night audit processes as required
• Provide training and orientation to new team members on hotel service standards and procedures
• Motivate and support staff to create a positive work environment
• Stay updated on all hotel services, amenities, and emergency procedures

Qualifications

• Diploma in Tourism or Hospitality Management
• Minimum 3 years of relevant experience in a similar capacity within the hospitality industry
• Excellent verbal and written communication skills in English
• Proficiency in MS Office suite (Excel, Word, PowerPoint) and hotel management software (e.g., Opera Cloud)
• Strong leadership, interpersonal, and training skills
• Exceptional customer service orientation with the ability to handle high-pressure situations
• Detail-oriented with excellent organizational and multitasking abilities
• Proven ability to make quick, sound decisions in a fast-paced environment
• In-depth knowledge of hotel operations and front office procedures
• Familiarity with local hospitality regulations and standards in Mumbai
• Flexibility to work various shifts, including nights, weekends, and holidays
• Ability to speak additional languages is a plus