Duty Manager

Duty Manager

Z Hotels | Zolo

Own the guest journey. Lead the hotel. Deliver consistency at scale.

Why this role exists

 Z Hotels is scaling — and the front office is where service promise meets operational reality.

Every guest interaction — from arrival to departure — is shaped at the front desk.

 If the experience is inconsistent, if escalations are mishandled, if the team is not aligned — guest trust breaks instantly.

As occupancy increases, the challenge is not just handling volume — it is maintaining service consistency, operational discipline, and team performance across every shift.

This role exists to ensure the front office operates as a controlled, high-performing, guest-centric unit — every single day.

Your mandate is clear:

• Own the end-to-end guest experience at the property
• Build and continuously upgrade front office team capability
• Enforce SOPs with zero tolerance for execution gaps
• Handle escalations with speed, authority, and clarity
• Protect revenue, ratings, and repeat experience

This is not a supervision role. It is ownership of the hotel and its outcomes.

About Zolo and Z Hotels

Finding dependable accommodation has historically been fragmented and inconsistent.

People settled for compromises because the system offered few trustworthy options.

Zolo reimagined living and hospitality as a connected journey.

Zolo Coliving simplifies urban living.

Z Vacations enables meaningful travel experiences.

Z Hotels serves the modern traveler with consistency, warmth, and operational discipline.

Today, over 100,000 people trust Zolo across different phases of life.

Our ambition is to build the most trusted living and hospitality ecosystem for the new generation by partnering deeply with property owners who think long term.

What you will be responsible for

1. Own Guest Experience & Service Outcomes

• Take end-to-end ownership of the guest journey from arrival to departure
• Monitor guest feedback and reviews daily and act on insights
• Ensure consistent service tone across all shifts
• Drive high review ratings through structured guest engagement
• Maintain strong presence during peak hours and critical touchpoints

2. Build Team Leadership & Capability

• Hire, train, and upgrade front office team members
• Conduct structured shift briefings and daily alignment
• Coach team on communication, empathy, and service standards
• Identify and act on underperformance early
• Build a culture of ownership, accountability, and professionalism

3. Drive Execution Discipline & SOP Compliance

• Ensure strict adherence to check-in, check-out, and billing processes
• Eliminate operational gaps and inconsistencies across shifts
• Monitor daily execution of front office protocols
• Maintain grooming and presentation standards
• Ensure coordination with housekeeping and other teams is seamless

4. Handle Escalations & High-Pressure Situations

• Take immediate ownership of guest escalations
• De-escalate situations with confidence and clarity
• Manage peak-time chaos with structured decision-making
• Coordinate across teams to resolve issues quickly
• Conduct post-incident reviews and prevent recurrence

5. Protect Revenue & Reputation

• Ensure correct rate application and billing accuracy
• Monitor and control complimentary usage and leakages
• Drive room upgrade opportunities in a structured manner
• Understand impact of service quality on ratings and occupancy
• Actively protect and improve the property’s online reputation

6. Maintain Reporting & System Discipline

• Ensure PMS accuracy and real-time updates
• Maintain clean and reliable daily reports
• Track occupancy trends and flag risks early
• Review night audit and identify discrepancies
• Build data-backed visibility into front office performance

What success looks like after 12 months

• Consistently smooth and fast check-in/check-out experience
• Strong guest ratings driven by service quality
• Well-trained, stable, and high-performing FO team
• Minimal operational errors and billing disputes
• Controlled and confident escalation handling
• Improved upgrade conversion and revenue discipline
• Accurate, reliable, and timely reporting

The hotel feels structured, calm, and consistently high quality — even during peak pressure.

Who this role is for

You will likely thrive here if:

• You naturally take ownership of outcomes, not just tasks
• You are comfortable leading teams and holding people accountable
• You stay calm and structured during high-pressure situations
• You notice execution gaps and fix them quickly
• You balance guest empathy with operational discipline
• You think in terms of systems, not just individual actions

Experience we value

• 3–5 years of experience in customer-facing operations or service roles
• Prior experience managing teams or leading frontline staff
• Strong communication and people management capability
• Demonstrated ability to handle customer issues and escalations
• Comfort with basic systems, reporting, and operational processes

Note: Hospitality experience is not mandatory.

Leadership mindset, ownership, and execution discipline are critical.

The impact you will have

You will define how every guest experiences the hotel from the first interaction.

You will build and scale the front office team into a high-performing unit.

You will directly influence ratings, repeat stays, and revenue outcomes.

Why join now

Z Hotels is entering a rapid expansion phase across markets.

As we scale, the consistency of guest experience will define brand strength.

Front office leadership will determine whether growth enhances or dilutes trust.

If you believe guest experience is built through discipline, leadership, and execution — this is the right moment.