Hotel Duty Manager: Lead Operations & Guest Experience

Mercure Hotels; Jakarta Selatan; Sur place; IDR 180 000 000 - 300 000 000; Plein temps

Résumé du poste

Mercure Jakarta Gatot Subroto is seeking a proactive Duty Manager to supervise hotel operations and act as on-duty management. You will coordinate Front Office, Housekeeping, F&B, Engineering, and Security to maintain service quality, safety, and brand standards throughout shifts.

The role emphasizes guest satisfaction, efficient problem-solving, and leadership under dynamic hotel conditions in a prime Jakarta location. Night / weekend shifts are required.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management.
• 2–3 years of experience in hotel operations, preferably in Front Office or supervisory role.
• Previous experience in an international hotel chain is an advantage.
• Good knowledge of Front Office operations, guest service standards, and SOPs.
• Strong English communication skills, both written and spoken.
• Excellent leadership, problem-solving, and decision-making skills.
• Ability to handle guest complaints, emergencies, and challenging situations calmly and professionally.
• Willing to work flexible shifts, including night shifts, weekends, and holidays.

Responsabilités

• Oversee and coordinate the overall hotel operation during the assigned shift.
• Act as the management representative on duty and ensure that all departments operate efficiently according to hotel standards.
• Conduct regular inspections of hotel public areas, guest facilities, and operational areas to ensure cleanliness, safety, and service quality.
• Monitor daily arrivals, departures, VIP guests, group movements, and special guest requests.
• Ensure smooth coordination between Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other departments.
• Monitor room availability, room readiness, and operational challenges, ensuring prompt follow-up with the relevant departments.
• Ensure proper shift handovers and communicate outstanding issues to the next Duty Manager or relevant department heads.
• Welcome and assist guests professionally, providing personalized service throughout their stay.
• Handle guest complaints, special requests, and service recovery cases promptly and effectively.
• Follow up on guest feedback to ensure that issues are resolved to the guest's satisfaction.
• Maintain positive relationships with guests and support the delivery of memorable guest experiences.
• Ensure VIP guests, loyalty members, and repeat guests receive appropriate recognition according to hotel standards.
• Take appropriate action to resolve service failures while protecting the hotel's reputation and guest relationships.
• Provide guidance and support to team members during the assigned shift.
• Ensure all team members comply with hotel policies, grooming standards, service procedures, and brand standards.
• Conduct operational briefings when required and communicate important information to the relevant teams.
• Assist department supervisors in resolving operational challenges and maintaining service quality.
• Promote teamwork, effective communication, and a positive working environment.
• Report significant employee-related issues, operational concerns, and disciplinary matters to the relevant department head or Human Resources.
• Ensure the safety and security of guests, employees, visitors, and hotel property during the assigned shift.
• Respond promptly to emergencies, accidents, incidents, fire alarms, medical situations, and security concerns.
• Coordinate with Security, Engineering, and relevant departments to manage emergency situations according to hotel procedures.
• Prepare incident reports and inform the appropriate management representatives of significant incidents.
• Ensure compliance with emergency response procedures, occupational health and safety standards, and hotel security policies.
• Protect guest privacy and confidential information in accordance with applicable data protection requirements.
• Monitor Front Office operations, cashiering procedures, and guest billing practices to ensure compliance with hotel financial controls.
• Assist in resolving billing discrepancies, payment issues, and other financial concerns within the assigned authority.
• Monitor operational expenses and encourage responsible use of hotel resources.
• Ensure proper authorization and documentation for refunds, rebates, allowances, and service recovery expenses.
• Identify operational inefficiencies and recommend improvements to the relevant department heads.
• Ensure hotel service standards, SOPs, and applicable Accor brand standards are consistently maintained.
• Conduct regular operational inspections and follow up on identified deficiencies.
• Monitor cleanliness, maintenance conditions, and service delivery throughout the hotel.
• Support internal and external audits, quality assurance inspections, and guest satisfaction improvement initiatives.
• Report recurring operational issues and recommend corrective actions to the relevant departments.
• Prepare and maintain the Duty Manager logbook, shift reports, and incident reports.
• Record guest complaints, service recovery actions, operational issues, and outstanding follow-up items.
• Communicate important information and unresolved matters to the relevant managers and the next shift.
• Provide operational updates to the Hotel Manager or other designated management representatives when required.
• Perform other duties and responsibilities assigned by the Hotel Management.

Connaissances

Leadership

Customer service

Communication

English fluency

Problem-solving

Shift management

Formation

Diploma or Bachelor's in Hospitality Management

Outils

Front Office PMS

MS Office

Description du poste

Mercure Jakarta Gatot Subroto is seeking a proactive Duty Manager to supervise hotel operations and act as on-duty management. You will coordinate Front Office, Housekeeping, F&B, Engineering, and Security to maintain service quality, safety, and brand standards throughout shifts.

The role emphasizes guest satisfaction, efficient problem-solving, and leadership under dynamic hotel conditions in a prime Jakarta location. Night / weekend shifts are required.