Duty Manager

Accor; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 84,000,000 - 144,000,000; Full time

Benefits offered by this job

Discounted Accor hotel rates

Learning programs

Career growth across properties

CSR and ESG involvement

Job summary

Novotel Samator Surabaya Timur, part of Accor, is seeking an experienced Front Office Supervisor to lead guest services and drive service standards at a 260-room property.

You will oversee check-in/out, cash handling, shift supervision, revenue monitoring, and guest issue resolution, using Opera Cloud to ensure accurate records and smooth operations.

Qualifications

• Minimum 2 years of experience in a similar front office role in a midscale international hotel.
• Proficiency with Opera Cloud PMS.
• Excellent communication and professional appearance.
• Strong organizational and leadership abilities.
• Ability to manage guest complaints calmly and effectively.

Responsibilities

• Supervise check-in/check-out ensuring guest needs are met and properly registered.
• Maintain service standards and address guest concerns promptly and professionally.
• Adhere to hotel policies including credit, cash handling, and security.
• Oversee cash handling, currencies, and daily collections for accuracy.
• Supervise front office staff during shifts and provide guidance.
• Handle guest complaints and resolve issues timely with senior escalation when needed.
• Conduct audits of cash registers and transactions to prevent discrepancies.
• Maintain shift reports on incidents, staff performance, and issues.
• Enforce health and safety protocols across the hotel.
• Manage shift handovers and communicate priorities to incoming staff.
• Assist revenue management by monitoring occupancy and room rates.
• Respond to emergencies per hotel procedures.
• Perform quality checks on guest services and facilities to uphold standards.

Skills

Opera Cloud

Cash handling

Leadership

Interpersonal skills

Job description

Company Description

Novotel Samator Surabaya Timur is conveniently located 20 minutes away by car from Juanda International Airport through the highway and close distance to the industrial area, culinary section well-known universities, shopping center, and other city attractions. Featuring 264 rooms with suites, accompanied by In Balance gym-spa & sauna, a Food Exchange restaurant, The Heritage restaurant, Parigie Coffee and Pastry, and Damsole Pool Bar offers wide National and International culinary selections for the social dining experience. The 700 sqm Grand Ballroom and 15 functional meeting rooms are available to cater to the meeting and social event needs. Large adaptable basement parking area of up to 450 cars

Responsibilities

Job Description

• Supervise the smooth and efficient check-in and check-out of guests, ensuring all guest requirements are met and that guests are properly registered in the system
• Ensure maximum guest satisfaction by maintaining the hotel's service standards and addressing guest concerns promptly and professionally
• Understand thoroughly and adhere to all hotel policies and procedures, including credit policies, cash handling protocols, and security requirements
• Oversee all issued funds, foreign currencies, and collections handled by the cashier during the course of the day, ensuring accuracy and compliance with financial procedures
• Supervise and coordinate front office staff during assigned shifts, providing guidance and support to ensure operational efficiency
• Handle guest complaints and resolve issues in a timely manner, escalating matters when necessary to senior management
• Conduct regular audits of cash registers and financial transactions to ensure accuracy and prevent discrepancies
• Maintain comprehensive shift reports and documentation, including guest incidents, staff performance, and operational issues
• Monitor and enforce security and safety protocols throughout the hotel, ensuring compliance with all health and safety regulations
• Manage shift handover procedures, ensuring clear communication of outstanding matters and priorities to incoming staff
• Assist with revenue management by monitoring occupancy rates, room rates, and implementing yield management strategies
• Respond to emergency situations and coordinate appropriate action in accordance with hotel emergency procedures
• Perform quality assurance checks on guest services and facilities to maintain hotel standards

Qualifications

Required

• Minimum 2 years of experience in a similar position, preferably within a midscale international hotel with approximately 260 rooms
• Proficiency with property management systems, specifically Opera Cloud
• Excellent communication and interpersonal skills, with a well-groomed and professional appearance
• Highly organized, result and service oriented with an eye for detail
• Ability to work independently and collaboratively in a dynamic and fast-paced environment
• Demonstrated experience in cash handling, financial reconciliation, and audit procedures
• Strong leadership and supervisory skills with the ability to manage and motivate front office staff
• Proven ability to handle guest complaints and resolve conflicts professionally and diplomatically

Preferred

• Experience with revenue management and yield management strategies
• Knowledge of hotel security protocols and emergency response procedures
• Certification in hospitality management or front office operations
• Familiarity with multiple property management systems
• Experience in a hotel with 200+ rooms

Additional Information

WHY WORK FOR ACCOR

• Employee benefit card offering discounted rates at Accor hotels worldwide.
• Develop your talent through Accor’s learning programs.
• Opportunity to grow within your property and across the world!
• Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.