Duty Manager

Key Responsibilities

Guest Experience Ensure guests receive exceptional service throughout their stay. Personally handle VIP arrivals, departures, and special requests. Resolve guest complaints and service recovery situations promptly and professionally. Conduct regular guest interactions and follow up on feedback. Operational Management Monitor daily hotel operations to ensure compliance with brand standards and procedures.

Coordinate with Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other departments. Conduct routine inspections of guest areas and operational facilities. Ensure smooth room allocation and occupancy management. Team Leadership Provide guidance and support to colleagues during shifts. Coach and train team members to maintain service excellence.

Promote effective communication among departments. Assist in managing staffing and operational resources as needed. Safety & Security Act as the hotel's emergency response leader during assigned shifts. Ensure compliance with hotel safety, security, and fire-life-safety procedures. Respond to emergencies, incidents, and accidents, preparing reports when required.

Maintain a safe environment for guests and employees. Financial & Administrative Duties Monitor and control operational expenses where applicable. Prepare daily shift reports and incident reports. Ensure accurate handling of guest accounts, billing concerns, and cash management procedures. Support revenue-enhancing initiatives and upselling opportunities.

Qualifications

Bachelor's degree in Hospitality Management, Business Administration, or related field preferred. Minimum 3-5 years of hotel operations experience, including supervisory responsibilities. Strong leadership, communication, and problem-solving skills. Excellent guest relations and conflict resolution abilities. Proficiency in hotel property management systems (Opera preferred).

Good command of English; additional languages are an advantage. Ability to work flexible shifts, including weekends and public holidays. Competencies Leadership & Teamwork Customer Focus Decision Making Problem Solving Communication Skills Adaptability Attention to Detail Service Excellence Reporting To Rooms Division Manager / Front Office Manager / Hotel Manager (as per hotel structure)