Duty Manager

Job Summary

The Duty Manager is responsible for ensuring the smooth daily operations of the hotel, maintaining service quality standards, handling guest concerns, supervising staff, and coordinating between departments during their shift. They act as the in-charge manager in the absence of senior management.

Key Responsibilities

Guest Services & Experience

• Ensure exceptional guest service and satisfaction throughout the property.
  
• Handle guest complaints and resolve issues promptly, ensuring a positive outcome.
  
• Greet and interact with guests in a professional, courteous manner.
  
• Manage VIP arrivals, special requests, and personalized guest experiences.
  

Operational Management

• Oversee the daily functioning of Front Office, Housekeeping, Food & Beverage, and other operational areas during the shift.
  
• Conduct regular property walk-throughs to ensure cleanliness, safety, and service readiness.
  
• Monitor occupancy levels, room status, and coordinate with relevant departments.
  
• Ensure compliance with hotel policies, SOPs, and service standards.
  

Staff Supervision

• Supervise and guide shift staff to ensure smooth operations.
  
• Manage shift handovers and maintain effective communication between shifts.
  
• Address employee issues and escalate to HR or senior management when necessary.
  

Crisis & Security Management

• Act as the first point of contact for emergencies, security concerns, or incidents.
  
• Ensure guest and staff safety, liaising with security and maintenance teams as needed.
  
• Report incidents and prepare necessary documentation.
  

Qualifications & Skills

• Bachelors degree/diploma in Hotel Management or related field.
  
• 3–5 years of experience in hotel operations, preferably in a supervisory role.
  
• Strong leadership and decision-making skills.
  
• Excellent communication and interpersonal skills.
  
• Ability to work under pressure and handle difficult situations calmly.
  
• Knowledge of property management systems (PMS) and hotel operations software.
  

Working Conditions

• Flexible working hours, including evenings, weekends, and holidays.
  
• On-call availability for emergencies.