Duty Manager

The Fairmont Tokyo is set to open on July 1, 2025, featuring 217 rooms and suites with stunning views, along with exceptional facilities such as the Fairmont Gold experience, spa, infinity pool, and outdoor terraces. The hotel will also offer five restaurants and two bars.

As the Duty Manager at Fairmont Tokyo, you will oversee the overall hotel operation during overnight hours, ensuring the highest standards of guest service, safety, security, and operational efficiency. You will serve as the senior hotel representative on duty during the night shift, acting as the primary point of contact for guests, employees, and external stakeholders. Your responsibilities will include:

• Acting as the hotel's senior representative during overnight operations
• Ensuring prompt and professional resolution of guest concerns, complaints, and service recovery opportunities
• Monitoring guest satisfaction and proactively identifying opportunities to exceed guest expectations
• Welcoming and engaging with VIP guests, long-stay guests, and key accounts whenever required
• Handling emergency guest situations with confidence, discretion, and empathy
• Overseeing all overnight hotel operations, ensuring compliance with hotel standards, policies, and procedures
• Coordinating activities among Front Office, Housekeeping, Engineering, Security, Food & Beverage, and other operational departments
• Conducting regular hotel inspections to ensure cleanliness, safety, appearance, and service standards are maintained
• Maintaining operational continuity by managing unforeseen situations and making effective decisions independently
• Supervising the completion of night audit processes and daily financial reconciliation
• Verifying revenue postings, room statuses, and operational reports
• Reviewing daily reports and preparing management summaries for the Executive Committee and department leaders
• Monitoring overnight occupancy, arrivals, departures, and room inventory

The ideal candidate will have:

• 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