Duty Manager

The Duty Manager is responsible for overseeing daily hotel operations, ensuring exceptional guest experiences, and managing staff across all departments during their shift. The role requires leadership, problem-solving skills, and the ability to handle emergencies or guest complaints promptly.

Key Responsibilities:

Guest Service & Experience

• Monitor guest satisfaction throughout the hotel and ensure service excellence.

• Handle and resolve guest complaints, special requests, and VIP arrivals personally when required.

• Conduct rounds of hotel public areas, ensuring cleanliness, safety, and order.

• Act as the main point of contact for guest escalations and follow-up until resolution.

Operational Management

• Supervise all hotel operations during assigned shifts, including Front Office, Housekeeping, F&B, and Engineering.

• Ensure smooth coordination between departments to meet operational standards.

• Monitor check-in/check-out processes, room availability, and service efficiency.

• Assist in managing hotel revenue opportunities, upselling, and occupancy optimization.

Team Leadership & Staff Management

• Lead, motivate, and support staff during shifts.

• Conduct briefings, assign duties, and ensure adherence to SOPs and brand standards.

• Provide coaching, guidance, and training to staff on service excellence.

Safety & Security

• Ensure the safety and security of guests, staff, and hotel property during the shift.

• Handle emergencies, including fire, medical, or safety incidents, according to hotel protocols.

• Coordinate with Security, Engineering, and relevant authorities during critical situations.

Reporting & Administration

• Prepare shift reports, incident reports, and handover notes.

• Monitor compliance with operational, financial, and safety procedures.

• Support management in audits, inspections, and internal controls.

Qualifications & Skills:

• Bachelor’s degree in Hospitality Management or relevant experience.

• Previous experience in Front Office or supervisory role; experience as Duty Manager preferred.

• Strong leadership, decision-making, and problem-solving skills.

• Excellent communication and interpersonal skills.

• Ability to remain calm under pressure and handle guest complaints tactfully.

• Knowledge of PMS (Opera/Cloud or similar) and hotel operations systems.

• Fluency in English; additional languages are an advantage.