Duty Manager

Job description / Role

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfill yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart. Join us and become a Heartist.

Job Description

• Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
• Announce VIP rooms to Housekeeping and F&B departments.
• Ensure VIP rooms are ready, checked and all in order prior to arrival.
• Attend management morning briefing if needed/requested.
• Take responsibility for your shift and handle situations, ensure that the reception team on shift is looked after and helped if needed.
• Register and process check-in for all arrivals.
• Conduct daily briefing and ensure IQ standard is followed.
• Perform check-in and check-out at the reception.
• Be part of and lead in the success of Circle M enrollment and assist to achieve the hotel target.
• Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target.
• Check online comments (Tripadvisor, Booking.com, etc.) and investigate issues then report to the manager.
• Ensure guest comments are investigated and reply back to guests accordingly.
• Assist in achieving TrustYou targets.
• Attend to guest requests and take action accordingly.
• Handle guest complaints and take action immediately to ensure satisfaction is delivered.
• Assist Hotel Manager on Duty when/if required.
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests' departure.
• Handle walk-in counter reservations at all times and process call-in reservations when room reservations section is closed.
• Provide friendly, smooth, courteous service to guests and respond promptly to all requests and inquiries at all times.
• Resolve guests' complaints/requests and liaise with the department concerned to ensure immediate follow-up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Check Paymaster daily and give feedback to RDM with action taken.
• Encourage rooms and breakfast upselling daily to the team and share results and feedback.
• Check hotel situation, occupancy, functions, groups, MIPs.

Additional Information

Your team and working environment: In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture.

Note: Customization may be included for any specific local or legislative requirements, such as work permits.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.