Duty Manager
Duty Manager
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Job Description
Duty Manager in the Front Desk Department is responsible for the daily operations of the reception area. They and their team play a vital role as the core of guest service in the hotel. Their role is not only operational or guest-facing but also carries significant responsibility as they represent the hotel as acting manager during specific periods.
Responsibilities
Administrative
Assist in preparing and updating Front Desk operating procedures.
Help the Front Desk Manager conduct team meetings and ensure effective communication.
Represent the department in the absence of the Front Desk Manager and act as the highest authority in the hotel during their duty if no senior manager is present handling guest complaints and decision-making within their capacity.
Guest Service
Handle guest and internal customer complaints courteously and efficiently following up until resolved.
Maintain positive interactions with guests and coworkers fostering a productive work environment.
Ensure staff provide courteous and professional service adhering to quality standards and Fairmonts service philosophy.
Assist in welcoming VIP and long-stay guests.
Frequently audit and ensure guests receive the best service during check-in/out sharing feedback with staff.
Be present during peak times to oversee operations and serve as a role model in guest interactions.
Financial
Maximize team productivity through multitasking and flexible scheduling to meet financial and guest expectations.
Manage Front Desk costs proactively to ensure efficiency without compromising guest experience.
Maximize room sales and hotel revenue via performance management upselling and inventory control collaborating with other department heads.
Assist in revenue and expense forecasting and annual business planning.
Ensure compliance with financial policies cash handling and record-keeping.
Operational
Report directly to the Front Desk Manager and support concierge and guest relations managers.
Oversee department standards consistently across subdepartments.
Possess deep knowledge of PMS and support its optimal use.
Promote sustainable digital operations minimizing waste.
Manage overbooking situations securing alternative accommodation with guest satisfaction focus.
Ensure public areas are clean operational and meet standards coordinating with housekeeping and maintenance.
Oversee VIP and special request room preparations and arrivals.
Collaborate closely with housekeeping and engineering for room availability and maintenance.
Ensure Fairmont LQA and Forbes quality standards are integrated into daily work emphasizing emotional intelligence and personalized guest care.
Lead quality improvement plans following audits.
Foster teamwork and cooperation with other departments.
Ensure guest data entry complies with data protection laws.
Can perform Night Manager duties as needed.
Personnel
Assist in recruiting and selecting staff following hotel guidelines and competency-based approaches.
Monitor punctuality appearance and uniform standards.
Support team development and career growth through training and mentoring.
Prepare work schedules based on occupancy and events.
Encourage creativity and innovation among staff recognizing contributions.
Model company values and maintain discipline in compliance with safety and fire regulations.
Qualifications :
Education and Experience Required
Previous experience in similar positions is essential; experience in the luxury and resort segment is highly valued.
Fluency in both Spanish and English is required at a professional level spoken and written. Additional languages are a plus.
Proven experience using PMS and other hotel systems is required with special emphasis on knowledge of Opera Cloud.
Qualifications
Dynamic can-do attitude
Adaptability and proactivity
Teamwork and team management
Leadership
Training and coaching skills
Ethics and responsibility
Discretion
Integrity
Courtesy and respect
Attention to detail
Organizational and time management skills
Complaint handling and managing difficult situations
Physical Requirements
Ability to stand and move around the hotel for extended periods during the workday.
Ability to spend prolonged time working in front of a computer screen.
Additional Information :
What is in it for you:
- Discounted hotel rooms and food and beverage rates to employees at our sister properties around the globe.
- We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
- Opportunity to develop your talent and grow within your property and across the world!
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
