Duty Manager

Department name : - Operations

Unit : - Club (Imperial)

Job Objective

• The Duty Manager will oversee the seamless day-to-day operations of the Front Office, Spa & Salon, and Activity Zones including the Gym, Swimming Pool, Multipurpose Courts (MPC), Billiards Room, Squash Courts, etc. and to ensure a premium experience for members and guests by managing staff, resolving member concerns, upholding safety and service standards, and coordinating interdepartmental functions.
• This is a critical supervisory role requiring strong leadership, hospitality acumen, and a proactive approach.

Key Responsibilities

Financial

• Coordinate with vendors for product supply, maintenance, and team training.
• Devise new packages or promotions to enhance revenue.
• Track daily revenue from spa, salon & activity zones and report variances to management.
• Monitor usage of consumables (spa products, towels, gym supplies) to minimize wastage and control costs.
• Support department heads in staying within allocated budgets for wellness and activity areas.

Customer

• Supervise front desk staff to maintain a warm, efficient, and professional member welcome.
• Train staff to handle member check-ins, queries, and guest interactions with personalized service.
• Resolve member concerns and operational challenges promptly and courteously.
• Oversee member appointments, feedback, and customization of wellness packages.
• Address member feedback and resolve disputes or operational issues in real time.
• Lead by example in creating a welcoming and courteous club environment.

Process

• Ensure all bookings, reservations, and events are managed effectively.
• Maintain logs, reports, and internal communication for smooth shift transitions.
• Monitor service quality, hygiene protocols, and member satisfaction in spa & salon.
• Ensure all activity zones (Gym, Swimming Pool, MPC, Billiards Room, Squash Courts, etc.) are clean, safe, and guest-ready.
• Supervise spa and salon teams to ensure high standards of wellness and grooming services.
• Coordinate with trainers, coaches, and attendants to deliver consistent member experiences.
• Monitor usage of equipment, adherence to booking protocols, and safety guidelines.
• Enforce club rules, dress codes, and discipline standards in all activity zones.
• Check functionality and cleanliness of facilities and ensure prompt action for repairs or escalations.
• Conduct routine checks and audits of fire safety, emergency procedures, and cleanliness.
• Ensure facilities meet club operational standards and are always inspection-ready.
• Escalate maintenance and member issues to the concerned departments as necessary.

Capability

• Conduct team briefings and ensure staff alignment with service expectations.
• Manage grooming, punctuality, and professionalism of all on-duty staff.
• Provide on-ground support to various teams and act as the go-to leader during the shift.
• Enforce adherence to health, hygiene, and safety protocols across all departments.

Overall experience

• Strong leadership, problem-solving, and communication skills
• Ability to manage multiple departments and ensure premium member experience
• Expertise in managing day-to-day operations across multiple facilities
• Ability to operate POS systems, booking software, and reporting tools.
• Basic knowledge of inventory and maintenance tracking systems.
• Ability to handle difficult guests and conflicts