All Accor

Global hotel management, franchising, loyalty program

Duty Manager

Hotel Guest ServicesPosted on Nov 9

Full-timeChennai, Tamil Nadu, IndiaNo salary listedIn-person

About the Job

Requirements

A diploma in Tourism or Hospitality Management is required.
At least 2 years of relevant experience in a similar capacity is required.
English reading, writing, and oral proficiency is required.
Working knowledge of Microsoft Excel, Word, and PowerPoint is required.
Strong leadership, interpersonal, and training skills are required.
Good communication and customer contact skills are required.
The ability to multitask and work well in stressful, high-pressure situations is required.
A professional presentation and grooming standard is required.

Responsibilities

Conduct daily briefings and ensure pertinent information is received by team members.
Manage and supervise staff tasks to ensure high-quality service and compliance with department standards.
Review, analyze, and suggest improvements to Front Desk workflows and standards.
Analyze rate variance reports to ensure room revenue control, and approve discounts and rebates.
Communicate with the Front Office Manager regarding guest services and hotel operations.
Document all guest-related issues in the logbook.
Sign media and supervise shift handover procedures.
Coordinate and communicate with other hotel departments regarding general administration and operations issues.
Provide management presence and assist with guest needs and complaints tactfully and efficiently.
Regularly inspect front-of-house and back-of-house areas for cleanliness and orderliness.
Ensure frontline staff comply with marketing techniques and maximize sales.
Check billing instructions, monitor guest credit, and act on discrepancies.
Coordinate full-house situations and make arrangements for overbooking and guest relocations.
Ensure On-Call Valet Desks and driveways are staffed and operate efficiently.
Ensure compliance with Safety, Security, and Loss Control policies and procedures in the lobby and driveway, and handle hotel emergencies.
Conduct the hotel's night audit process.
Provide department orientation and training on hotel service standards, procedures, and programs.
Monitor team members' appearance, attitude, and professionalism.
Motivate team members and provide a work environment that brings out their best.
Maintain complete knowledge of food and beverage services, outlets, and hotel services and features.
Know and follow hotel fire, life-safety, and emergency procedures.
Attend briefings, meetings, and training as assigned by management.
Report for duty on time wearing a clean and complete uniform.
Maintain a high standard of personal appearance and hygiene.
Perform other reasonable duties assigned by hotel management.

Desired Qualifications

Speaking additional languages and having a basic understanding of local languages are advantageous.
Results- and service-oriented approach with attention to detail is desired.
Being a team player and builder is desired.
Being a motivator and self-starter is desired.

Job Description

Conduct daily briefings and ensure that all pertinent information is well received by team members
Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met
Review, analyze and suggest improvement of work flow and standards at the Front Desk
Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates
Communicate with Front Office Manager on all matters regarding guest services & hotel operations
Ensure documentation of all guest related issues using the logbook
Sign media and supervise shift handover procedures
Coordinate and communicate with other hotel departments as required regarding general administration and operations issues
Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently
Inspect front of house and back of house regularly for cleanliness and orderliness
Ensure that front line staff complies with marketing techniques and maximizes sales
Check billing instructions, monitor guest credit and act upon any discrepancies
Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently
Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.
Conduct Night Audit Process for hotel
Provide department orientation and training of the hotel service standards, procedures and programs
Constantly monitor team members’ appearance, attitude and degree of professionalism

Motivate and provides a work environment which brings out the best in team members

Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
Be fully conversant with hotel fire & life safety/emergency procedures
Attend all briefings, meetings and trainings as assigned by management
Report for duty on time wearing clean and complete uniform at all times
Maintain a high standard of personal appearance and hygiene at all times
Perform other reasonable duties assigned by the Management of the Hotel

Qualifications

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

Additional Information

Strong leadership, interpersonal and training skills
Good communication and customer contact 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
A motivator & self-starter
Well-presented and professionally groomed at all times

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size: 10,001+
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1967

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