Duty Manager

Company Description

Fairmont Tokyo open on July 1, 2025

Exceptional facilities with 217 rooms and suites offering stunning views of Tokyo Tower, the Bay, or the skyline, the Fairmont Gold experience, spa, infinity pool, and outdoor terraces. Discover five restaurants and two bars blending authenticity with modern flair. Our legacy continues in venues for timeless gatherings and celebrations.

Job Description

The Duty Manager (Night Manager) is responsible for overseeing the overall hotel operation during overnight hours, ensuring the highest standards of guest service, safety, security, and operational efficiency.

As the senior hotel representative on duty during the night shift, the Night Manager serves as the primary point of contact for guests, employees, and external stakeholders, making critical operational decisions and ensuring seamless hotel operations across all departments.

• Act as the hotel's senior representative during overnight operations.
• Ensure prompt and professional resolution of guest concerns, complaints, and service recovery opportunities.
• Monitor guest satisfaction and proactively identify opportunities to exceed guest expectations.
• Welcome and engage with VIP guests, long-stay guests, and key accounts whenever required.
• Handle emergency guest situations with confidence, discretion, and empathy.
• Oversee all overnight hotel operations, ensuring compliance with hotel standards, policies, and procedures.
• Coordinate activities among Front Office, Housekeeping, Engineering, Security, Food & Beverage, and other operational departments.
• Conduct regular hotel inspections to ensure cleanliness, safety, appearance, and service standards are maintained.
• Maintain operational continuity by managing unforeseen situations and making effective decisions independently.
• Supervise the completion of night audit processes and daily financial reconciliation.
• Verify revenue postings, room statuses, and operational reports.
• Review daily reports and prepare management summaries for the Executive Committee and department leaders.
• Monitor overnight occupancy, arrivals, departures, and room inventory.

Qualifications

• Minimum 5 years of leadership experience in Front Office, Rooms Division, or Hotel Operations within an upscale or luxury hotel environment.
• Previous experience as Duty Manager, Assistant Front Office Manager, Front Office Manager, or equivalent supervisory role preferred.
• Strong knowledge of Front Office operations and guest service excellence.
• Excellent problem-solving, conflict resolution, and decision-making skills.
• Ability to remain calm and professional under pressure.
• Excellent interpersonal and communication skills.
• Proficiency in Microsoft Office applications.
• Experience with Opera Cloud or other hotel property management systems.
• Ability to work overnight shifts, weekends, and public holidays.