Duty Manager

Accor; Ernakulam; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Prime Function in India is seeking a Front Office Manager to ensure smooth hotel operations, guest welfare, and high service standards. You will lead Reception, Concierge, and related front desk activities, coordinating with departments to deliver a seamless guest experience.

You will supervise check-ins/outs, train staff, handle VIP requests, and optimize room sales while maintaining daily accounts and SOP adherence. English fluency and resilience under pressure are essential.

Qualifications

• 3 to 4 years of experience in a similar role within hospitality.
• Strong leadership and communication skills.
• Proficient in hotel management software (e.g., Opera, PMS).
• Ability to handle guest complaints and solve problems efficiently.
• Fluent in English (spoken and written)
• Ability to work under pressure and manage shifts, including weekends and holidays.

Responsibilities

• Responsible for the smooth functioning and welfare of all guests.
• Oversee Reception, Concierge operations, Telephones, Hospitality and Cashier.
• Liaise with departments for coordinated work.
• Ensure cleanliness of Front Office, Lobby, corridors, and drive away.
• Interact with guests to understand their requirements.
• Maintain arrivals and departures records.
• Ensure quality in lobby and staff performance.
• Personally welcome and escort all guests.
• Authorize courtesies for VIPs.
• Ensure regular staff training per standards.
• Handle guest inquiries and follow up on complaints.
• Upsell to maximize room sales and occupancy.
• Balance daily accounts.
• Adhere to SOPs and policies.
• Check out-standings of in-house guests daily.
• Check that records like C forms and Reception/Information Log Book are in order.
• Ensure luggage handling and prompt delivery of mail/messages.
• Check grooming and hygiene of the team.
• VIP room inspections with Housekeeping.
• Newspapers and parcels delivered to rooms promptly.
• Be available to resolve problems or complaints quickly.
• Ensure efficient check-in/check-out facilities.

Skills

Leadership

Communication

English proficiency

Problem solving

Shift management

Tools

Opera PMS

Job description

Prime Function

• Responsible for the smooth functioning and for the satisfactory rooming and welfare of all guests of the hotel.
• Responsible for Reception, Concierge operations, Telephones, Hospitality and Cashier.
• Liaise with different departments for smooth and coordinated work.
• Ensure cleanliness of all areas under the Front Office, Lobby, corridors, main staircase and drive away.
• Ensure to interact with the guests & enable the team to understand guest requirements.

Key Responsibilities

Front Office Planning

• Ensure that the arrivals and departures for the day and relevant records are maintained.
• Ensure quality in all aspects of work and among the staff in the lobby.

People Management

• Personally welcome and escort all guests of the hotel.
• Authorize courtesies for V.I.P’s.
• Ensure that regular training is conducted as per the standards.
• Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.

Financial Management

• Responsible for maintaining high level of room sales, by up-selling.
• Ensure maximum room occupancy within agreed overbooking policy.
• Ensure to balance the accounts on a daily basis.

Operational Management

• Adhere to the Standard Operating Procedures & policies.
• Check out-standings of in-house guests on a daily basis.

• To check whether the following records are kept in order and up to date.

1. “C” forms
2. Reception / Information Log Book

• Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.
• Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.
• Check the grooming and hygiene of the team.
• Ensure all V.V.I.P room inspection in coordination with House Keeping Department.
• Ensure that newspapers and parcels are delivered in the rooms without delay.
• To be readily available at all times to deal with problems or complaints.
• Ensure effective and speedy check-in & check-out facilities.
• Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
• Ensure that the entrance is easily accessible to cars and taxis at all times.
• Conduct briefing for concierge and Front Desk Associate’s

Managerial Qualities

• Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behavior, tactfulness, openness, and cultural awareness;

• Ability to accept responsibility;
• Self confidence, motivation, drive and tenacity;
• Ability to enhance organizational performance;
• Ability to clearly delegate tasks and responsibilities;Ability to think strategically, inductively, and creatively;
• and the propensity to recognize and acknowledge other peoples’ ideas.

Qualifications

• 3 to 4 years of experience in a similar role within hospitality.
• Strong leadership and communication skills.
• Proficient in hotel management software (e.g., Opera, PMS).
• Ability to handle guest complaints and solve problems efficiently.
• Fluent in English (spoken and written)
• Ability to work under pressure and manage shifts, including weekends and holidays.