Duty Manager

Novotel Hotels; Pune District; On-site; INR 520,000 - 800,000; Full time

Job summary

Accor in Pune is seeking a Front Office professional to act as the main point of contact during shifts, ensuring smooth hotel operations and guest satisfaction.

You will coordinate between guests and hotel teams, manage guest profiles in Opera Cloud, handle VIP arrangements, and uphold safety, security, and loyalty program standards.

The role requires strong English communication, leadership, and the ability to handle high-pressure situations in a fast-paced hotel environment.

Qualifications

• Proven Front Office experience
• Knowledge of hotel procedures
• Experience with Opera PMS

Responsibilities

• Act as main point of contact during shift to ensure smooth hotel operations.
• Coordinate between hotel and guests to deliver excellent service.
• Analyse guest feedback and recommend actions to leadership.
• Maintain guest profiles in Opera Cloud with stay details and VIP status.
• Ensure safety and security of guests and employees.
• Maintain security procedures for credit transactions and guest confidentiality.
• Deliver loyalty program and recognition to highest standards.
• Motivate and empower team to solve problems and delight guests.

Skills

Front Office ops

Team leadership

Communication skills

Shift management

Guest service standards

Tools

Opera PMS

Job description

Company Description

"Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/ Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

• Acting as the main point of contact in the hotel during your shift and being responsible for ensuring the hotel runs smoothly
• Delivery of excellent guest service by coordinating the link between hotel and guests and hotel operations
• Analyse customer feedback and make recommendations to leadership team to develop actions and working methods to enhance hotel services and offers
• Maintain guest database through updating Opera Cloud guest profile with all necessary information relevant to the guests stay. VIP level should be updated in accordance to hotel link
• Ensure the safety and security of Hotel Guests and employees at the Hotel
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality
• Ensure Accor Hotel's guest loyalty and recognition program is maintained and delivered to its highest standards.
• Motivate and empower team members to problem solve and surprised our guests with novelty.

Qualifications

• Proven experience in Front Office operations with strong knowledge of hotel procedures, guest service standards, and Opera PMS.
• Ability to act as Manager on Duty, handling daily operations, guest complaints, VIP arrangements, and service recovery effectively.
• Strong leadership and supervisory skills, capable of coaching Front Office team members and coordinating with other departments.
• Excellent communication skills in English, with a professional, guest-oriented, and service-minded attitude.
• High sense of responsibility, integrity, and flexibility, able to work shifts and perform under pressure in a fast-paced hotel environment.