DUTY MANAGER

Tugu Hotels & Restaurants; Jakarta Pusat; On-site; IDR 167,400,000 - 279,000,000; Full time

Job summary

Tugu Hotels & Restaurants is seeking a hands-on Operations Supervisor/Shift Manager in Jakarta to oversee full hotel operations during a shift, coordinating Front Office, Housekeeping, and F&B to ensure flawless guest experiences. The ideal candidate holds a hospitality degree with 3–5 years in hotel operations, preferably in boutique or luxury properties.

Excellent guest handling, leadership, and crisis management skills are essential, along with fluency in Indonesian and English.

Qualifications

• Degree in Hospitality, Hotel Management, Tourism, or related field.
• 3–5 years of experience in hotel operations.
• Experience in boutique, luxury, heritage, or 4–5 star hotel is highly preferred.
• Strong understanding of Front Office, Housekeeping, and Food & Beverage operations.
• Proven ability to oversee full hotel operations during a shift and coordinate across departments.
• Excellent guest handling and service recovery skills, with a focus on personalized and discreet service.
• Comfortable handling VIP, repeat guests, special requests, complaints, and unexpected situations.
• Strong leadership, decision-making, problem-solving, and crisis management abilities.
• Able to make quick, accurate operational decisions within authority.
• Excellent communication with FO, HK, F&B, Engineering, Security, and Management.
• Attention to detail on room status, guest preferences, standards, cleanliness, and readiness.
• Visible, hands-on, and proactive on the hotel floor; ready to assist operations.
• Knowledge of hotel SOP, guest experience standards, incident handling, and shift handover procedures.
• Familiarity with VHP/PMS and basic hotel operational systems.
• Fluent in Bahasa Indonesia and English, both written and spoken.
• Confident presence and mature attitude representing luxury and heritage service standards.
• Able to work shifts, weekends, public holidays, and special events.

Responsibilities

• Oversee full hotel operations during a shift and coordinate across departments.
• Coordinate Front Office, Housekeeping, Food & Beverage, Engineering, Security, and Management.
• Ensure guest handling and service recovery are prioritized with discreet, personalized service.
• Make quick, well-considered operational decisions within the assigned authority.
• Maintain room status accuracy, guest preferences, service standards, cleanliness, and readiness.
• Be visible on the hotel floor, stepping in to support operations when required.

Skills

Guest handling

Leadership

Decision making

Problem solving

Crisis management

Communication

Education

Hospitality degree (D3/S1)

Tools

VHP/PMS

Job description

Minimum D3/S1 in Hospitality, Hotel Management, Tourism, or related field.

Minimum 3–5 years of experience in hotel operations, preferably as Duty Manager, Assistant Front Office Manager, Front Office Supervisor, or equivalent supervisory/management position.

Experience in boutique, luxury, heritage, or 4–5 star hotel is highly preferred.

Strong understanding of Front Office, Housekeeping, and Food & Beverage operations.

Proven ability to oversee full hotel operations during a shift and coordinate effectively across departments.

Excellent guest handling and service recovery skills, with a strong commitment to personalized and discreet service.

Confident in handling VIP, repeat guests, special requests, complaints, and unexpected operational situations.

Strong leadership, decision-making, problem-solving, and crisis management skills.

Able to make quick, accurate, and well-considered operational decisions within the assigned authority.

Excellent communication and coordination skills with FO, HK, F&B, Engineering, Security, and Management.

Strong attention to detail in room status, guest preferences, service standards, cleanliness, and operational readiness.

Visible, hands-on, and proactive on the hotel floor; willing to step in and assist operations when required.

Good knowledge of hotel SOP, guest experience standards, incident handling, and shift handover procedures.

Familiar with VHP/PMS and basic hotel operational systems.

Fluent in Bahasa Indonesia and good command of English, both spoken and written.

Confident presence, mature attitude, and able to represent the hotel's luxury and heritage service standards.

Flexible to work shifts, weekends, public holidays, and special events.