Duty Manager

Guest Relations & Service Excellence

• Act as the primary point of contact for guests during the shift, handling queries, feedback, and complaints professionally.

• Ensure prompt resolution of guest issues while maintaining a positive guest experience.

• Monitor service quality and ensure brand standards are consistently met.

Operational Management

• Oversee daily hotel operations in the absence of senior management.

• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless operations.

• Manage room allocations, overbookings, and VIP arrivals/departures.

• Conduct regular property inspections to ensure cleanliness, safety, and maintenance standards.

Team Supervision & Support

• Supervise and guide front-line staff during the shift.

• Provide support, training, and direction to team members to maintain service excellence.

• Ensure staff adhere to hotel policies, grooming standards, and SOPs.

Administration & Reporting

• Prepare shift reports and handover notes for the next manager on duty.

• Monitor cash handling, billing accuracy, and ensure compliance with financial procedures.

• Maintain proper records of incidents, guest feedback, and operational challenges.

Crisis & Emergency Handling

• Act as the first responder in case of emergencies such as accidents, fire, medical situations, or guest disputes.

• Ensure all safety and security protocols are followed.