Duty Manager
Duty Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
As Duty Manager at Fairmont Hanoi you are responsible for overseeing the hotels daily operations ensuring seamless and consistent guest experience and maintaining service excellence during all shifts. A key focus will be on operational efficiency billing accuracy and effective coordination across departments to uphold the highest standards of the Fairmont brand.
Key Interactions
Daily Operations
- Oversee all front office operations including check-in/check-out room assignments and lobby management
- Ensure smooth communication and coordination with Housekeeping Engineering Food & Beverage and other departments
- Support Front Desk colleagues in managing guest flows room readiness and service delivery
- Ensure all service areas are operating in compliance with brand and safety standards
Billing & Financial Accuracy
- Review and verify guest folios billing charges payment methods and account balances
- Handle billing inquiries and resolve discrepancies in a timely and professional manner
- Assist the Front Office and Finance teams with nightly audits account settlements and cashier spot checks
- Ensure compliance with credit policies monitor high-balance accounts and follow- up properly
Guest Service & Issue Resolution
- Serve as the primary point of contact for guest concerns complaints and special requests
- Handle service recovery promptly and ensure follow-up actions are completed
- Personally welcome VIPs and long-stay guests ensuring personalized experiences
Leadership & Supervision
- Supervise and support the front office team during working shift ensuring engagement and accountability
- Conduct daily briefings manage shift coverage and ensure proper handovers between teams
- Coach and guide team members on service procedures guest handling and billing accuracy
Administrative & Reporting
- Maintain a clear and detailed Duty Manager log documenting key incidents billing adjustments and guest interactions
- Report and escalate critical issues to senior management as required
- Monitor operational reports (room status arrivals/departures discrepancies) and take corrective actions when necessary
Qualifications :
Knowledge and Experience
- Diploma or degree in Hospitality Management or related field
- Minimum 2 years of experience in Front Office operations in a luxury hotel; prior Duty Manager experience preferred
- Strong understanding of front office systems guest billing and night audit processes
- Proficiency in Opera PMS and Microsoft Office
- Fluent in English; both verbal and written
- Flexible working shifts weekends overnight and holidays as required
Competencies
- Guest-oriented and customer focus service minded
- Strong attention to detail and ability to handle multiple priorities
- Excellent communication organizational and problem-solving skills
- Courteous and helpful
- Comfortable working in a dynamic and multicultural environment
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
