About This Job

Zolo

Location: Bengaluru, Karnataka, India

Work Mode: In office

Industry: Hospitality

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 propertyBuild and continuously upgrade front office team capabilityEnforce SOPs with zero tolerance for execution gapsHandle escalations with speed, authority, and clarityProtect 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

- Own Guest Experience &
- Service Outcomes





Take end-to-end ownership of the guest journey from arrival to departureMonitor guest feedback and reviews daily and act on insightsEnsure consistent service tone across all shiftsDrive high review ratings through structured guest engagementMaintain strong presence during peak hours and critical touchpoints
- Build Team Leadership &
- Capability

Hire, train, and upgrade front office team membersConduct structured shift briefings and daily alignmentCoach team on communication, empathy, and service standardsIdentify and act on underperformance earlyBuild a culture of ownership, accountability, and professionalism
- Drive Execution Discipline &
- SOP Compliance

Ensure strict adherence to check-in, check-out, and billing processesEliminate operational gaps and inconsistencies across shiftsMonitor daily execution of front office protocolsMaintain grooming and presentation standardsEnsure coordination with housekeeping and other teams is seamless
- Handle Escalations &
- High-Pressure Situations

Take immediate ownership of guest escalationsDe-escalate situations with confidence and clarityManage peak-time chaos with structured decision-makingCoordinate across teams to resolve issues quicklyConduct post-incident reviews and prevent recurrence
- Protect Revenue &
- Reputation

Ensure correct rate application and billing accuracyMonitor and control complimentary usage and leakagesDrive room upgrade opportunities in a structured mannerUnderstand impact of service quality on ratings and occupancyActively protect and improve the property’s online reputation
- Maintain Reporting &
- System Discipline





Ensure PMS accuracy and real-time updatesMaintain clean and reliable daily reportsTrack occupancy trends and flag risks earlyReview night audit and identify discrepanciesBuild data-backed visibility into front office performance What success looks like after 12 months

Consistently smooth and fast check-in/check-out experienceStrong guest ratings driven by service qualityWell-trained, stable, and high-performing FO teamMinimal operational errors and billing disputesControlled and confident escalation handlingImproved upgrade conversion and revenue disciplineAccurate, 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 tasksYou are comfortable leading teams and holding people accountableYou stay calm and structured during high-pressure situationsYou notice execution gaps and fix them quicklyYou balance guest empathy with operational disciplineYou think in terms of systems, not just individual actions

Experience we value

3–5 years of experience in customer-facing operations or service rolesPrior experience managing teams or leading frontline staffStrong communication and people management capabilityDemonstrated ability to handle customer issues and escalationsComfort 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 (Bengaluru)
🏢 Zolo
📍 Bengaluru