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 solid 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.

📌 Duty Manager (Vasanth Nagar)
🏢 Zolo
📍 Vasanth Nagar