Duty Manager

Pullman Hotels & Resorts; Indonesia; On-site; IDR 200,880,000 - 357,120,000; Full time

Job summary

Pullman Jakarta Central Park is seeking an experienced Duty Manager to oversee smooth front office operations and guest experience. You will liaise with all departments, warmly welcome VIP guests, supervise the Front Office team, and ensure daily briefings, service standards, and HR policies are followed.

You'll manage check-in/out, handle guest inquiries, promote the loyalty program, monitor revenue controls, and coordinate with Rooms Division Manager on safety, emergency procedures, and night

Qualifications

• Previous Duty Manager experience, preferably within a hotel environment.
• Exceptional communication and interpersonal skills to build strong rapport with guests and colleagues.
• Confident and proactive problem-solver with strong conflict resolution abilities.

Responsibilities

• Liaise with all departments to ensure smooth and coordinated operations.
• Personally welcome and escort VIP guests; authorize courtesies and ensure VIP room inspections with Housekeeping.
• Maintain and regularly update guest profiles; ensure guest needs are anticipated and fulfilled.
• Ensure efficient and professional check-in and check-out experiences.
• Handle guest inquiries and complaints tactfully, ensuring timely follow-up and resolution.
• Is an ambassador of the loyalty program among the guests and knows all its benefits.
• Supervise and support the Front Office team; conduct daily briefings and monitor service standards.
• Ensure team members adhere to all Human Resource and hotel policies.
• Review rate variances, billing instructions, and guest credit to ensure revenue control and accuracy.
• Manage full-house situations and coordinate guest relocations when necessary.
• Oversee lobby and driveway operations, ensuring accessibility, safety, and guest comfort.
• Log and report all security incidents and emergencies; ensure safety procedures are followed.
• Conduct Night Audit processes and ensure compliance with hotel standards.
• Communicate key operational updates and guest feedback to the Rooms Division Manager.
• Maintain knowledge of hotel facilities, F&B outlets, and emergency procedures.

Skills

Communication skills

Interpersonal skills

Conflict resolution

Calm under pressure

Time management

Attention to detail

First Aid & CPR

Tools

Opera PMS

Job description

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Pullman Jakarta Central Park is a vibrant flagship Hotel with 317 Rooms and large Convention Space, located to the Vibrant Podomoro City area, connected to Central Park Mall, at west of Jakarta.

Job Description

• Liaise with all departments to ensure smooth and coordinated operations.
• Personally welcome and escort VIP guests; authorize courtesies and ensure VIP room inspections with Housekeeping.
• Maintain and regularly update guest profiles; ensure guest needs are anticipated and fulfilled.
• Ensure efficient and professional check-in and check-out experiences.
• Handle guest inquiries and complaints tactfully, ensuring timely follow-up and resolution.
• Is an ambassador of the loyalty program among the guests and knows all its benefits.
• Supervise and support the Front Office team; conduct daily briefings and monitor service standards.
• Ensure team members adhere to all Human Resource and hotel policies.
• Review rate variances, billing instructions, and guest credit to ensure revenue control and accuracy.
• Manage full-house situations and coordinate guest relocations when necessary.
• Oversee lobby and driveway operations, ensuring accessibility, safety, and guest comfort.
• Log and report all security incidents and emergencies; ensure safety procedures are followed.
• Conduct Night Audit processes and ensure compliance with hotel standards.
• Communicate key operational updates and guest feedback to the Rooms Division Manager.
• Maintain knowledge of hotel facilities, F&B outlets, and emergency procedures.

Qualifications

• Previous Duty Manager experience, preferably within a hotel environment.
• Exceptional communication and interpersonal skills to build strong rapport with guests and colleagues.
• Confident and proactive problem-solver with strong conflict resolution abilities.
• Ability to remain calm and composed under pressure and in emergency situations.
• Excellent time management and multitasking skills in a fast-paced service environment.
• High attention to detail with a genuine commitment to delivering 5-star service.
• Experience with Opera PMS is preferred; First Aid and CPR certification is an advantage.

Additional Information

• Experience is an asset
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English, additional languages are a plus