Duty Manager

• Reports To: Front Office Manager Job Summary:

  The Duty Manager is responsible for ensuring the smooth operation of the hotel during their shift, providing leadership to the Front Office team, handling guest concerns, and ensuring adherence to IHCL service standards. This role requires strong problem-solving skills, guest relations expertise, and the ability to coordinate with various departments for seamless service delivery.

  Key Responsibilities: Guest Relations & Service Excellence:
  • Ensure a seamless guest experience by maintaining high standards of service.
  • Handle guest complaints and resolve issues efficiently while ensuring guest satisfaction.
  • Act as the first point of contact for VIPs, long-stay guests, and high-profile visitors, ensuring a personalized experience.
  • Monitor guest feedback and take corrective action when required.
  Operations & Coordination:
  • Oversee Front Office operations, including reception, concierge, reservations, and guest services.
  • Ensure smooth check-in/check-out processes and adherence to standard operating procedures.
  • Conduct regular property walks to monitor cleanliness, safety, and guest satisfaction.
  • Coordinate with Housekeeping, Food & Beverage, Security, and Engineering departments to resolve operational challenges.
  • Monitor room allocations and ensure effective inventory control.
  Crisis Management & Safety Compliance:
  • Handle emergency situations such as fire alarms, medical incidents, and security threats.
  • Ensure all safety and security protocols are followed.
  • Act as the hotel s first point of escalation during emergencies and liaise with relevant authorities when needed.
  Revenue & Business Focus:
  • Monitor room occupancy, upsell opportunities, and assist in revenue optimization.
  • Encourage front-line team members to promote hotel services, including dining, spa, and event spaces.
  Team Leadership & Training:
  • Supervise, mentor, and motivate the Front Office team to uphold Taj service excellence.
  • Conduct briefings and ensure team members are well-informed about hotel policies, promotions, and VIP arrivals.
  • Assist in training new hires and ensuring continuous skill development of team members.

• Graduate/Diploma in Hotel Management or a related field.
• Minimum 3-5 years of experience in Front Office operations, with at least 1 year in a supervisory role.
• Strong leadership, problem-solving, and conflict resolution skills.
• Excellent communication and interpersonal abilities.
• Knowledge of hotel PMS (Opera or similar systems) is preferred.
• Ability to work under pressure and handle multiple responsibilities.

Guest Service Orientation
Leadership & Decision Making
Problem-Solving & Crisis Management
Operational Excellence
Teamwork & Interdepartmental Coordination
Revenue Awareness & Upselling Skills