Duty Manager

Company Description

Situé au cœur du quartier européen, le Sofitel Brussels Europe est un hôtel élégant doté d'une situation idéale sur la Place Jourdan, l'une des dernières places typiques de la ville. Proche du célèbre Parc du Cinquantenaire et des musées, il est le point de départ idéal de toutes les visites de la capitale européenne.

Job Description

We are seeking a dynamic and organized Duty Manager to join our team in Kochi, India. As a Duty Manager, you will be the backbone of our operations, ensuring seamless service delivery, maintaining the highest standards of safety and security, and representing management with professionalism and empathy. This role offers an exciting opportunity to lead during your shift, make decisive decisions, and create exceptional experiences for our guests while supporting your team with collaborative leadership and transparent communication.

Oversee all hotel operations during assigned shifts, conducting regular property tours to ensure compliance with organizational standards and identify any maintenance or service issuesServe as the primary point of contact for guest concerns and complaints, addressing issues promptly with diplomacy and finding effective solutions that prioritize guest satisfactionEnsure the safety and security of all guests, staff members, and property assets by monitoring security protocols, responding to incidents, and implementing emergency procedures as neededSupervise and coordinate front office operations, including check-ins, check-outs, and guest communications, while maintaining brand standards and hospitality excellenceAnticipate guest needs and personalize interactions to enhance satisfaction and foster loyalty throughout their stayMaintain detailed and accurate duty reports, documenting all incidents, guest feedback, and operational observations, and ensure timely distribution to relevant departmentsManage VIP arrivals and departures with meticulous attention to detail, coordinating with various departments to deliver customized service experiencesMonitor and promote hotel amenities, services, and dining outlets to guests, actively contributing to revenue generation and guest engagementRespond to guest feedback and online reviews within 24 hours, demonstrating commitment to continuous improvement and guest relationsCollaborate with all departments to ensure consistent service quality, resolve interdepartmental issues, and support team members in delivering excellenceImplement and enforce health, safety, security, and quality control procedures across all areas of the propertyParticipate in staff training initiatives, guest experience meetings, and quality improvement projects to drive organizational excellenceManage stress effectively while maintaining composure and making sound decisions during high-pressure situations

Qualifications

**Required Skills and Competencies:**

Fluency in English; additional language proficiency is highly valuedExceptional organizational and time management abilitiesStrong analytical and problem-solving skillsAdvanced interpersonal and communication skills with active listening capabilitiesLeadership and team management experienceCustomer service orientation with a genuine commitment to guest satisfactionAbility to remain calm and make decisive decisions under pressureProficiency in conflict resolution and diplomatic communicationAttention to detail and accuracy in documentation and reportingAdaptability and flexibility in a dynamic work environmentProactive and anticipatory mindsetProfessional presentation and demeanor

Required Experience

Minimum 2-3 years of experience in hospitality operations or front office managementProven experience in a supervisory or management roleExperience handling VIP guests and managing guest relationsFamiliarity with property management systems (PMS) such as OPERA or similar platformsBackground in duty management, shift supervision, or night audit operationsExperience in luxury or upscale hospitality establishments is preferred

Preferred Qualifications

Hospitality management certification or relevant trainingKnowledge of health, safety, and security regulationsExperience with incident reporting and crisis managementFamiliarity with budget management and cost controlBackground in quality assurance and guest satisfaction programsExperience with loyalty programs and guest profiling systems

Essential Attributes

Resilience and ability to handle multiple priorities simultaneouslyInclusive and supportive approach to team collaborationTransparent and ethical decision-making practicesEmpathetic understanding of guest and staff needsGoal-oriented mindset with commitment to operational excellenceEfficient work habits and strong organizational capabilities