Duty Manager

Job Description

We're looking for a dynamic and organized Duty Manager to join our team at ibis Hyderabad HITEC City, India. In this pivotal role, you'll be the backbone of our operations, ensuring seamless service delivery, maintaining operational excellence, and creating a welcoming environment for all guests and colleagues. As a Duty Manager, you'll take ownership of your shift, demonstrating leadership, decisiveness, and a commitment to our organizational standards while remaining flexible and responsive to evolving needs.

• Lead and manage all front-line operations during your shift, ensuring consistent adherence to company service standards and procedures
• Provide professional, friendly, and engaging service while maintaining a customer-focused approach to all guest interactions
• Handle guest concerns and complaints with empathy and efficiency, logging incidents appropriately and coordinating follow-up actions to ensure guest satisfaction
• Supervise and coordinate front desk staff and other team members, fostering a collaborative and supportive work environment
• Manage the Duty Manager safe and financial reconciliation in accordance with established company procedures and security protocols
• Monitor and maintain operational standards across all guest-facing areas, identifying opportunities for improvement and innovation
• Respond quickly to emergencies and incidents, demonstrating resilience and sound judgment while maintaining transparency with relevant departments
• Advise senior management of any matters relating to guest welfare, behavior, and satisfaction that require attention
• Perform administrative duties including shift reports, incident documentation, and communication with other departments
• Ensure compliance with all safety policies, local regulations, and organizational procedures
• Assist guests with inquiries regarding hotel facilities and services in an informative and helpful manner
• Balance operational needs, administrative requirements, and colleague support to maintain an efficient and organized workplace
• Perform additional duties as assigned by management to support organizational goals

Qualifications

• Proven leadership experience in a hospitality, operations, or customer-service environment
• Demonstrated proficiency with Property Management Systems (PMS) and related software
• Strong computer literacy in Microsoft Windows applications and standard office tools
• Excellent interpersonal and problem-solving abilities with the capacity to remain calm and courteous under pressure
• Outstanding communication skills in both spoken and written English; additional language proficiency is a plus
• Highly responsible, reliable, and detail-oriented with strong organizational skills
• Ability to work effectively in a fast-paced environment while managing multiple priorities
• Proven ability to focus on guest needs and deliver exceptional customer service
• Experience with cash handling, financial reconciliation, and safe management
• Knowledge of crisis management, emergency response procedures, and incident reporting
• Capability to supervise and motivate team members while fostering a collaborative workplace culture
• Proficiency in time management and shift scheduling
• Professional presentation and demeanor
• University or college degree in hospitality management, business administration, or a related discipline (preferred)
• Familiarity with local regulations, compliance requirements, and safety standards relevant to the Hyderabad market (preferred)

Additional Information