Duty Manager

MERCURE; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 44,640,000 - 78,120,000; Full time

Job summary

Mercure Surabaya Manyar in Surabaya is seeking a proactive Front Desk/Guest Services professional to manage day-to-day and night shifts across the front desk, concierge, and public areas. You will greet VIPs, handle requests, and coordinate with housekeeping and security to ensure a seamless guest experience.

You will train and support team members, oversee safety and billing accuracy, and report to senior management.

Qualifications

• 2–5 years in front office, guest services, or hospitality operations.
• Diploma or bachelor’s in hospitality, hotel management, or related field.
• Proficiency in PMS (Opera) and basic office software.
• Strong problem-solving and communication skills; leadership abilities.
• Willingness to work irregular hours including nights, weekends, and holidays.

Responsibilities

• Run smooth day-to-day or night shifts across the front desk, concierge, and public areas.
• Greet VIPs, handle special requests, and resolve escalated complaints or service issues.
• Work closely with housekeeping, maintenance, F&B, and security.
• Brief, train, and support front-line team members during the shift.
• Oversee property safety, key control, risk checks, and emergency responses.
• Maintain shift logbooks, review billing accuracy, handle cash/currency exchange.

Skills

Front desk operations

Guest services

Leadership

PMS Opera

Education

Diploma or Bachelor’s in hospitality

Tools

Opera PMS

Job description

Company Description

Discover contemporary comfort at Mercure Surabaya Manyar, featuring 90 stylish rooms and suites, from Superior Rooms to duplex Executive Suites. Enjoy delightful dining at our All Day Dining restaurant, unwind at the lobby bar, or stay productive in our boardroom and energized at the gym. As a Green Key Certified hotel, we embrace sustainable hospitality, creating meaningful stays while caring for our planet.

Strategically located near Surabaya's business districts, financial hubs, exhibition and shopping centres, universities, and culinary spots. Just 35 minutes by car from Juanda International Airport and the iconic Suramadu Bridge, your gateway to the city.

Job Description

• Run smooth day-to-day or night shifts across the front desk, concierge, and public areas.
• Greet VIPs, handle special requests, and resolve escalated complaints or service issues.
• Work closely with housekeeping, maintenance, food and beverage, and security.
• Brief, train, and support front-line team members during the shift.
• Oversee property safety, key control, risk checks, and emergency responses.
• Maintain shift logbooks, review billing accuracy, handle cash/currency exchange, and report to senior management

Qualifications

• 2 to 5 years in front office, guest services, or hospitality operations.
• A diploma or bachelor's degree in hospitality, hotel management, or a related field.
• Proficiency in hotel Property Management Systems (PMS) such as Opera, plus basic office software.
• Strong problem-solving abilities, calm demeanor under pressure, clear communication, and leadership.
• Willingness to work irregular hours, including nights, weekends, and holidays.

Additional Information

WHY WORK FOR ACCOR

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.