Job Description

We are seeking a detail-oriented and customer-focused Duty Manager for our Front Office team in Kochi, India. In this pivotal role, you will oversee the daily operations of the front office department, ensuring seamless coordination between our guests and hotel operations while maintaining the highest standards of service excellence and security. As a Duty Manager, you will be instrumental in delivering exceptional guest experiences and supporting the Room Division Manager in running an operationally smooth and efficient department.

• Manage day-to-day front office operations and coordinate with the Room Division Manager to ensure smooth departmental functioning
• Deliver outstanding guest service by acting as the primary link between hotel guests and hotel operations, addressing inquiries and concerns with professionalism and empathy
• Analyze guest feedback and customer data to identify trends, and make strategic recommendations to the leadership team for enhancing hotel services and operational methods
• Maintain and update guest profiles in Opera Cloud PMS with accurate and relevant information, ensuring VIP designations are properly recorded in accordance with hotel standards
• Ensure the safety and security of all hotel guests and employees through vigilant monitoring and adherence to established security protocols
• Oversee cash and credit transactions with strict adherence to accounting procedures, security protocols, and guest confidentiality requirements
• Lead and mentor front office staff, fostering a collaborative and inclusive team environment that promotes professional growth and service excellence
• Handle guest complaints and operational issues with decisiveness and transparency, implementing effective solutions that enhance guest satisfaction
• Maintain organized records and documentation, ensuring all front office procedures are executed efficiently and accurately
• Demonstrate flexibility and resilience in managing unexpected situations and adapting to changing operational demands
• Support the implementation of innovative solutions to improve front office processes and guest experiences

Qualifications

**Required Qualifications:**

• Proven experience working in a front office management or similar role within a hotel environment (local or international experience preferred)
• Proficiency with Opera PMS/Cloud and supporting Micros systems
• Bachelor's degree in Hospitality Management, Hotel Management, or Tourism (or equivalent qualification)
• Valid Manager's Certificate License or equivalent certification recognized in India
• Current First Aid Certificate (Level 1 or higher) or willingness to obtain one
• Valid driver's license
• Excellent verbal and written communication skills in English
• Strong organizational and time management abilities
• Demonstrated ability to work flexible schedules, including weekends and public holidays

**Preferred Qualifications:**

• International hotel experience in a front office leadership capacity
• Advanced knowledge of hotel management systems and guest relationship management tools
• Certification in hospitality customer service excellence
• Experience in high-end or luxury hotel operations
• Multilingual capabilities
• Proven track record of implementing process improvements and operational innovations
• Strong problem-solving and conflict resolution skills
• Experience in staff training and development