Duty Manager (Front Office)

JobsCloseBy Editorial Insights

Accor's Sofitel Wellington is seeking a proactive Duty Manager for Front Office to act as the face of a luxury 5 star property, overseeing daily operations, guiding the front desk, concierge and guest services teams, and resolving escalated guest issues with empathy. The role demands strong leadership and superb communication, with a track record in luxury guest relations and familiarity with Opera or Fidelio and MS Office, plus flexibility for evenings, weekends and holidays. Lead VIP and Club Lounge experiences, prepare shift reports, monitor guest satisfaction, and mentor staff. To apply, tailor your resume to highlight crisis resolution, peak-hour coordination, and measurable improvements; align with Accor’s Belong limitless ethos and include shift availability and references.

Company Description

About Sofitel Wellington: Sofitel Wellington is a renowned luxury, boutique hotel dedicated to providing exceptional luxury experiences. With our focus on personalized service and attention to detail, we create memorable stays for all our guests.

"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

We are seeking a proactive and guest-focused Duty Manager, you will act as the face of the luxury 5* hotel, ensuring seamless service delivery and resolving guest concerns promptly and professionally. Your leadership and problem-solving skills will be critical in maintaining our reputation for outstanding hospitality.

Key Responsibilities

• Act as the primary point of contact for guest inquiries, concerns, and feedback, ensuring a prompt and satisfactory resolution.
• Oversee day-to-day operations ,Shifts particularly during peak hours, and ensure smooth coordination across departments.
• Lead and inspire the front desk, concierge, and guest services teams to deliver exceptional service.
• Handle escalated guest issues with professionalism and empathy.
• Monitor guest satisfaction metrics and implement initiatives to enhance the guest experience.
• Prepare and monitor accounts ensures correct account procedures are followed.
• Assist in training and mentoring staff to uphold the highest hospitality standards.
• Manage VIP 5* guest experiences, ensuring personalized service and attention to detail.
• Ensure compliance with hotel policies, procedures, and standards.
• Prepare shift reports and communicate relevant details to the management team.
• Managing the Club Lounge and VIP guests as required.

Qualifications

• Previous experience in a supervisory or management role within the Luxury 5* hospitality industry, preferably in guest relations and front office operations.
• Strong leadership and team management skills.
• Exceptional interpersonal and communication skills.
• Proven ability to handle challenging situations with professionalism and composure.
• A passion for delivering outstanding guest experiences.
• Proficiency in hotel management software (e.g., Opera, Fidelio) and MS Office.
• Flexibility to work various shifts, including evenings, weekends, and holidays.

Additional Information

SOFITEL BENEFITS

• A supportive and dynamic work environment.
• Opportunities for career growth and development.
• Competitive salary and benefits package.
• Discounts on hotel stays, dining, and other services.
• This is a Full Time permanent role – 40 hours guaranteed per week.

Our Commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. we offer reasonable adjustments to support you. if you require an adjustment to be made during the recruitment process, you're welcome to let us know.