Duty Manager

Company Description

Mercure Serpong Alam Sutera 

Located in the heart of Alam Sutera, Mercure Serpong Alam Sutera is situated between EMC Hospital and Living World Shopping Mall, at the center of the lifestyle, entertainment, and gastronomical hub. Our 171 stylish rooms and modern facilities make our hotel ideal for both business and leisure traveler.

Discover Alam Sutera, well known as the best town for cycling and jogging with a green and healthy environment. Explore the culinary indulgence, entertainment, and shopping experiences, such as Flavor Bliss, Living World, IKEA, and Mall @Alam Sutera.

Job Description

The Duty Manager is responsible for ensuring smooth daily hotel operations, maintaining guest satisfaction, and supporting all departments during their shift. This role acts as a representative of hotel management in the absence of senior leaders, ensuring that service standards, safety, and company policies are consistently upheld.

Key Responsibilities:

Guest Service & Operations

• Serve as the main contact person for guest inquiries, requests, and complaints during the shift.

• Ensure a high level of guest satisfaction by providing professional and efficient service.

• Coordinate with all departments (Housekeeping, F&B, Engineering, Security, etc.) to handle guest issues promptly.

• Conduct regular property walk-throughs to ensure cleanliness, maintenance, and safety standards are met.

• Review daily arrival and departure lists to ensure VIP and special requests are properly handled.

Management & Supervision

• Oversee and support the Front Office team and other operational departments as needed.

• Monitor staff appearance, attitude, and service performance according to brand standards.

• Ensure all operational areas function efficiently during the shift.

• Handle emergency situations (fire, accident, guest illness, etc.) according to hotel procedures.

Administration & Reporting

• Record all incidents, complaints, and unusual occurrences in the Duty Manager Log Book.

• Submit an end-of-shift report to the General Manager / Front Office Manager.

• Check and verify room revenue, rebates, and cashier closures if assigned.

• Support the Night Audit process and review reports as required.

Qualifications

Education & Experience

• Diploma or bachelor’s degree in hospitality management or related field.

• Minimum 2–3 years of experience in Front Office or Guest Service operations.

• Previous supervisory or Duty Manager experience in an international hotel is preferred.

Skills & Competencies

• Strong leadership and problem-solving abilities.

• Excellent communication and interpersonal skills.

• Able to handle pressure and make quick, sound decisions.

• Proficient in PMS (Property Management System).

• Fluent in English (spoken and written); other languages are an advantage.

Personal Attributes

• Professional appearance and demeanor.

• Guest-oriented with a genuine passion for hospitality.

• Flexible to work shifts, weekends, and public holidays.

Additional Information

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can consider them.