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FRONT DESK RESERVATIONS DUTY MANAGER Executive Apartment Hotel Group - Key Responsibilities The Front Desk Reservations Duty Manager is a hands-on operational leader who is required to work Front Desk shifts while managing the daily operations of the reception department. This role is responsible for delivering exceptional guest service, supervising the Front Desk team on duty, and ensuring the smooth operation of the hotel during each shift. The successful candidate will be expected to: Work scheduled Front Desk shifts, personally checking guests in and out of the hotel. Welcome guests in a warm, professional and efficient manner. Process guest arrivals, departures, payments and registrations accurately. Verify guest identification and complete all required security procedures. Handle guest enquiries, requests and complaints promptly and professionally. Ensure every guest receives a five-star customer service experience. Supervise and support Front Desk staff during each shift. Allocate daily duties and monitor staff performance throughout the shift. Ensure all Front Desk procedures and company standards are followed. Conduct shift handovers and daily operational briefings. Monitor guest arrivals, departures and in-house guests. Ensure the Front Desk area remains professional, organised and well presented at all times. Maintain excellent communication with all hotel departments. Reservations & Booking Management Manage daily reservations through the hotel's Property Management System (PMS). Process direct bookings, telephone enquiries, email reservations and online bookings. Monitor OTA platforms including Apply Below, Airbnb, Expedia and other reservation channels. Ensure reservation accuracy and maintain inventory control. Manage booking modifications, cancellations and no-shows. Assist with rate loading and pricing updates as directed by Management. Maximise occupancy by converting enquiries into confirmed bookings. Upsell room categories, services and guest packages where appropriate. Ensure all guest profiles and reservation records are accurate and complete. Respond to reservation enquiries professionally and within company response times. Guest Relations & Customer Service Deliver outstanding guest service from arrival to departure. Build positive relationships with guests and encourage repeat business. Resolve guest complaints quickly and professionally. Follow up on guest concerns to ensure complete satisfaction. Manage VIP arrivals and special guest requests. Monitor online guest reviews and communicate guest feedback to Management. Promote the hotel's facilities and services to guests. Front Office Administration Perform daily cashier and cash-up procedures. Balance shift transactions and ensure billing accuracy. Process payments, refunds and deposits. Maintain accurate guest records. Ensure all Front Desk documentation is completed correctly. Prepare shift reports and operational updates. Monitor key control procedures and guest security. Duty Management & Hotel Operations Act as the Duty Manager during allocated shifts. Ensure smooth hotel operations throughout each shift. Assist the General Manager with the daily operation of the property. Coordinate communication between Front Desk, Housekeeping and Maintenance. Monitor apartment readiness for arrivals. Ensure housekeeping priorities are communicated effectively. Report maintenance issues immediately and monitor completion. Conduct regular inspections of public areas and guest apartments. Ensure company standards are maintained throughout the property. Staff Supervision Supervise Front Desk employees during each shift. Coach and mentor junior staff members. Ensure staff adhere to company policies and procedures. Monitor attendance, punctuality and productivity. Assist with training new employees. Provide ongoing guidance to improve customer service standards. Promote teamwork and professional conduct. Escalate disciplinary or performance concerns to the General Manager. Housekeeping & Maintenance Coordination Liaise continuously with Housekeeping to ensure apartments are guest-ready. Monitor cleaning priorities throughout the day. Ensure linen shortages and housekeeping issues are resolved promptly. Coordinate maintenance requests and follow up until completed. Ensure apartments meet presentation standards before guest arrivals. Sales & Revenue Support Promote direct bookings and maximize revenue opportunities. Upsell apartment categories and additional guest services. Assist with occupancy management. Identify opportunities to increase guest spend. Support promotional campaigns and seasonal offers. Financial Responsibilities Ensure accurate cash handling procedures. Process guest accounts and billing correctly. Balance daily transactions. Protect company revenue by preventing billing errors. Ensure all financial procedures are followed. Compliance & Security Ensure compliance with company policies and SOPs. Maintain confidentiality of guest and company information. Follow all health, safety and emergency procedures. Ensure security protocols are followed during each shift. Protect company assets and guest property. Maintain professional conduct and ethical standards at all times. Minimum Requirements Minimum 2 years' experience in a hotel Front Office or Reservations environment, Duty Manager or similar leadership role. Experience within a hotel, apartment hotel, serviced apartments or luxury accommodation establishment. Strong knowledge of Front Office operations and Reservations. Experience working with Hotel Property Management Systems (PMS). Strong understanding of OTA platforms such as Apply Below, Airbnb and Expedia. Excellent guest relations and complaint-handling skills. Strong organizational and administrative skills. Excellent communication and interpersonal skills. Computer literate with Microsoft Office proficiency. Ability to work shifts, weekends and public holidays. Ability to remain calm and professional in a fast-paced environment. Professional appearance and excellent personal presentation and have Black Suits and White Shirts as attire every day. Preferred Qualifications Diploma or Degree in Hospitality Management or Hotel Management. Experience in luxury hotels or apartment hotels. Experience with channel managers and online booking systems. Experience with hospitality reporting and operational controls. Personal Attributes We are looking for someone who is: Passionate about delivering exceptional guest service. A hands-on leader who enjoys working alongside the team. Professional; confident and well presented. Highly organized with excellent attention to detail. Calm under pressure and able to solve problems effectively. Friendly; approachable and guest focused. Reliable; trustworthy and accountable. Positive; energetic and self-motivated. Able to multitask in a busy hotel environment. A team player who leads by example. Committed to maintaining the highest standards of hospitality and operational excellence. If you are a hospitality professional who thrives in a fast-paced environment, enjoys leading teams, and is passionate about delivering exceptional guest experiences, we would love to hear from you. Please submit your CV together with a recent professional photograph and a brief motivation outlining why you would be the ideal candidate for this position.
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