Front Desk Duty Manager

The Duty Manager plays a key role in ensuring the smooth and efficient day-to-day operation of the hotel, with a strong focus on guest satisfaction and team support. This position oversees front office and guest services operations, ensuring seamless communication between departments and consistent delivery of service standards.

In the absence of the Front Office Manager / Hotel Manager, the Duty Manager acts as the lead on shift, making operational decisions, handling guest concerns, and maintaining overall service quality. The role requires a hands-on leader who can confidently resolve issues, support and guide team members, and respond promptly to guest requests with professionalism and care. Strong communication, organisation, and the ability to perform under pressure are essential to succeed in this role.

• Manage and resolve guest requests and complaints promptly and professionally to ensure high levels of guest satisfaction.
  
• Proactively engage with guests to anticipate needs and enhance the overall guest experience.
  
• Maintain clear, effective, and professional communication with management, team members, and interdepartmental stakeholders.
  
• Support the training, coaching, and development of front-line staff to build capability and confidence.
  
• Foster a positive team culture by demonstrating leadership, professionalism, and respect for diversity.
  
• Oversee daily operations to ensure efficiency, consistency, and adherence to company standards and timelines.
  
• Report guest, staff, maintenance, or operational issues to the Hotel Manager in a timely and appropriate manner.
  
• Ensure all tasks are performed in accordance with established procedures, policies, and service standards.
  
• Ensure compliance with company policies and operational strategies.
  
• Demonstrate strong organisational skills, accountability, and adaptability in a dynamic environment.
  

• Employee's work performance and attitude
  
• Company's business demands
  

• Training may be conducted at other location
  
• Employees may be required to work at different properties based on operational needs.
  

• 07:00 - 16:00
  
• 09:00 - 18:00
  
• 13:00 - 22:00
  

Private Vehicle Commuting: Permitted (Commuting allowance available, Based on separately established provisions)
Measures to prevent passive smoking: Indoor smoking prohibited
Reemployment program for retired employees: Yes (up to 65 years old)
Salary Increase: Yes
Overtime: Yes (monthly average is 10 hours)
Article 36 Agreement: Applicable (Due to seasonal factors and a high concentration of orders from general customers, periods of increased workload are expected)
Days off: Two days off per week
Other Leave and time off:

• Annual leave (10 days to be given after 6 months)
  
• Bereavement leave (subject to separate regulations)
  
• Personal sick leave (5 days granted annually)
  
• Maternity leave (male employees have taken leave)
  
• Childcare leave (male employees have taken leave)
  

Requirements

• Must:
  
• Minimum 2 years’ experience in front office management or a similar role
  
• Proven leadership and team management abilities
  

• Must: Eligible for a working visa in Japan
  
• Preferred: Valid Driver’s License (Japanese, international, or foreign driver’s license with an official Japanese Translation)
  

• Must-have:
  
• Strong customer service skills with a focus on guest satisfaction
  
• Proficient in computer systems, reporting, and basic administrative tasks
  

• Must-have: Fluent level or above in English
  
• Preferred:
  
• Willingness to learn Japanese, conversational level would be ideal.
  
• Additional language (Chinese – Mandarin/Cantonese) is a plus
  

• Must-have: Reliable and punctual, with flexibility to work various shifts, including weekends and public holidays
  

Benefits