Duty Manager

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.

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 issues

Serve as the primary point of contact for guest concerns and complaints, addressing issues promptly with diplomacy and finding effective solutions that prioritize guest satisfaction

Ensure the safety and security of all guests, staff members, and property assets by monitoring security protocols, responding to incidents, and implementing emergency procedures as needed

Supervise and coordinate front office operations, including check-ins, check-outs, and guest communications, while maintaining brand standards and hospitality excellence

Anticipate guest needs and personalize interactions to enhance satisfaction and foster loyalty throughout their stay

Maintain detailed and accurate duty reports, documenting all incidents, guest feedback, and operational observations, and ensure timely distribution to relevant departments

Manage VIP arrivals and departures with meticulous attention to detail, coordinating with various departments to deliver customized service experiences

Monitor and promote hotel amenities, services, and dining outlets to guests, actively contributing to revenue generation and guest engagement

Respond to guest feedback and online reviews within 24 hours, demonstrating commitment to continuous improvement and guest relations

Collaborate with all departments to ensure consistent service quality, resolve interdepartmental issues, and support team members in delivering excellence

Implement and enforce health, safety, security, and quality control procedures across all areas of the property

Participate in staff training initiatives, guest experience meetings, and quality improvement projects to drive organizational excellence

Manage stress effectively while maintaining composure and making sound decisions during high-pressure situations

**Required Skills and Competencies:**

Fluency in English; additional language proficiency is highly valued

Exceptional organizational and time management abilities

Strong analytical and problem-solving skills

Advanced interpersonal and communication skills with active listening capabilities

Leadership and team management experience

Customer service orientation with a genuine commitment to guest satisfaction

Ability to remain calm and make decisive decisions under pressure

Proficiency in conflict resolution and diplomatic communication

Attention to detail and accuracy in documentation and reporting

Adaptability and flexibility in a dynamic work environment

Proactive and anticipatory mindset

Professional presentation and demeanor

**Required Experience:**

Minimum 2-3 years of experience in hospitality operations or front office management

Proven experience in a supervisory or management role

Experience handling VIP guests and managing guest relations

Familiarity with property management systems (PMS) such as OPERA or similar platforms

Background in duty management, shift supervision, or night audit operations

Experience in luxury or upscale hospitality establishments is preferred

**Preferred Qualifications:**

Hospitality management certification or relevant training

Knowledge of health, safety, and security regulations

Experience with incident reporting and crisis management

Familiarity with budget management and cost control

Background in quality assurance and guest satisfaction programs

Experience with loyalty programs and guest profiling systems

**Essential Attributes:**

Resilience and ability to handle multiple priorities simultaneously

Inclusive and supportive approach to team collaboration

Transparent and ethical decision-making practices

Empathetic understanding of guest and staff needs

Goal-oriented mindset with commitment to operational excellence

Efficient work habits and strong organizational capabilities