Duty Manager

We're looking for an experienced and dynamic Duty Manager to join our hospitality team in Kochi, India. As a Duty Manager, you'll be the backbone of our daily operations, ensuring seamless service delivery and creating exceptional guest experiences. You'll serve as a hands-on leader and brand ambassador, managing all front office operations and stepping into a leadership capacity when senior management is unavailable. This is an ideal opportunity for someone who thrives in a fast-paced environment and is passionate about operational excellence and guest satisfaction.

• Oversee the smooth day-to-day running of hotel operations, ensuring all departments work collaboratively to deliver outstanding service
• Manage front office operations including reservations, inventory management, and guest check-in/check-out procedures with meticulous attention to detail
• Champion guest satisfaction initiatives by analyzing performance metrics such as Net Promoter Score (NPS) and Revenue Per Available Room (RPS) to continuously improve service delivery
• Coordinate with department leaders to manage group bookings, events, and special guest requests while maintaining transparency and clear communication
• Maintain exceptional data accuracy in all reporting systems and internal reservations platforms, demonstrating analytical skills and organizational prowess
• Resolve guest concerns and complaints with empathy and decisiveness, turning challenges into opportunities for memorable experiences
• Supervise and support front office staff, providing guidance and fostering a collaborative team environment
• Implement and promote the hotel's loyalty program, ensuring guests receive personalized recognition and rewards
• Monitor security and safety protocols, maintaining vigilance and adherence to all operational procedures
• Make critical operational decisions during shifts, balancing guest needs with business objectives in a resilient and efficient manner

**Required Skills & Experience:**

• Comprehensive Front Office Operations experience with demonstrated success in a leadership or supervisory capacity
• Exceptional communication skills, both written and verbal, with the ability to collaborate effectively across all departments
• Strong problem-solving and critical thinking abilities with a guest-centric mindset
• Proficiency with hotel management systems and loyalty program platforms
• Proven ability to analyze performance data and adapt service strategies accordingly
• Excellent organizational skills with meticulous attention to detail and accuracy
• Ability to multitask and make decisive decisions under pressure
• Experience in staff supervision, conflict resolution, and team motivation
• Flexibility to work various shifts including mornings, evenings, nights, weekends, and public holidays as required
• Knowledge of security, safety, and crisis management protocols

**Preferred Skills & Experience:**

• Experience in budget awareness and cost control initiatives
• Familiarity with revenue management principles
• Background in training and developing front office team members
• Experience managing high-volume guest interactions and complex reservations
• Knowledge of Indian hospitality standards and local market dynamics