Job Description

The Duty Manager – Front Office is responsible for leading front office operations during assigned shifts, ensuring seamless guest arrivals and departures, and maintaining high service standards in line with brand expectations. This role serves as the primary escalation point for guest concerns and oversees all front desk activities in the absence of the Front Office Manager.

Key Responsibilities

Front Office Operations

• Oversee reception, guest services, concierge, and lobby operations
• Ensure smooth check-in/check-out processes with minimal wait times
• Monitor room allocation, upgrades, and VIP arrivals
• Ensure accuracy in reservations, billing, and cashiering procedures
• Coordinate closely with Housekeeping for room readiness and status updates

Guest Relations

• Personally welcome VIPs, repeat guests, and priority members
• Handle guest complaints, special requests, and service recovery effectively
• Ensure a high level of guest engagement and satisfaction at all times
• Maintain lobby presence during peak hours

Team Supervision

• Lead front office associates during shifts, ensuring grooming and professionalism
• Conduct daily briefings and communicate operational updates
• Provide on-the-job training and coaching
• Support performance monitoring and staff development

Revenue & Upselling

• Drive upselling of rooms, early check-ins, late check-outs, and hotel services
• Ensure adherence to pricing strategies and inventory controls
• Maximize room revenue through effective room management

Compliance & Audit

• Ensure adherence to SOPs, brand standards, and audit requirements
• Supervise cash handling, float checks, and billing accuracy
• Ensure proper documentation of guest records and reports

Safety & Emergency Handling

• Act as the point of contact for emergencies during shifts
• Ensure guest safety and security procedures are followed
• Handle incidents and prepare reports as required

Qualifications & Requirements

• Bachelor’s degree in Hospitality Management or related field
• 3–5 years of Front Office experience in a hotel, with supervisory exposure
• Familiarity with PMS systems (e.g., Opera or equivalent)
• Strong interpersonal and communication skills
• Ability to work flexible shifts, including nights, weekends, and holidays

Key Competencies

• Guest service excellence
• Leadership and decision-making
• Attention to detail
• Problem-solving and conflict resolution
• Multitasking in a fast-paced environment