Duty Manager - Niseko

The Duty Manager is responsible for ensuring smooth daily operations at the front desk while delivering an exceptional guest experience. This includes supervising check-in/check-out, reservations, billing, and guest inquiries, as well as handling complaints and special requests. The role also involves leading and coaching front desk staff, coordinating with other hotel departments, managing financial and administrative tasks, ensuring safety and compliance, and making operational decisions in the absence of senior management. Shift reporting and effective handovers are also key responsibilities.

Responsibilities

• Oversee Front Desk Operations: Supervise daily front desk activities including guest check-in/check-out, room assignments, reservations, billing, and inquiries. Ensure efficient processes and that standard operating procedures (SOPs) are followed.
• Guest Experience & Service: Deliver exceptional guest service, handle escalated complaints, special requests, and difficult situations with professionalism and quick resolution. Act as the main point of contact for guest issues.
• Staff Supervision & Leadership: Manage and support front desk agents, night auditors, guest services, and sometimes bell staff or concierge during the shift. Provide on-the-job coaching, ensure proper staffing levels, enforce policies, and step in to cover roles when short-staffed.
• Cross-Department Coordination: Work closely with housekeeping (room status and readiness), maintenance, food & beverage, security, and other teams to resolve operational issues and maintain seamless hotel functioning.
• Financial & Administrative Duties: Oversee cash handling, credit transactions, end-of-shift reconciliations, and basic reporting. Approve charges, refunds, or adjustments as needed. May assist with or review night audit processes.
• Safety, Security & Compliance: Monitor hotel security, respond to emergencies or incidents (e.g., medical, safety, or security events), ensure adherence to health/safety protocols, and maintain confidentiality and legal compliance.
• Problem-Solving & Decision-Making: Make real-time operational decisions in the absence of senior management, conduct property walk-throughs, and anticipate/resolve potential issues before they impact guests or operations.
• Reporting & Handover: Prepare shift reports on incidents, occupancy, guest feedback, and performance. Conduct effective handovers to the next shift or manager.

Requirements

• Bachelor’s degree in Hospitality, Tourism, or any other related field.
• Minimum at least 3-5 year experience front desk in large scale branded hotel chain.
• Strong operational, leadership, and organization skills.
• Proficiency in English and Japanese.

• 3+ years of Hospitality experience.