Duty Manager

Malone Hotel are seeking a confident, hands-on Hotel Duty Manager to lead the hotel operation during allocated shifts, with particular focus on Front Office and Food & Beverage. This is a guest-facing, floor-based role: ensuring a smooth arrival and departure experience, supporting busy breakfast, bar and event services, resolving issues quickly and keeping teams informed.

The Duty Manager is the senior operational point of contact on shift within agreed authority. The role supports department managers and follows established procedures; it is not a Deputy General Manager position or a replacement for departmental leadership. The successful candidate will be required to work 37.5 hours per week, including evenings, weekends and public holidays.

Key Accountabilities: Shift Management & Hotel Standards Complete a structured start-of-shift briefing covering occupancy, arrivals and departures, VIPs, group movements, functions, staffing, defects and outstanding guest issues. Maintain a visible presence in reception, lobby, bar, breakfast and other high-traffic areas; deploy assistance where guest demand is highest.

Carry out shift walk-rounds of public areas, guest facilities and key back-of-house spaces; correct issues or allocate and follow up actions. Keep accurate duty logs, incident records and clear written handovers for the incoming Duty Manager and relevant department heads. Act promptly on service delays, unexpected absences, guest complaints and operational disruptions, escalating matters beyond delegated authority.

Front Office & Guest Journey Support reception with check-in, check-out, billing queries, room allocations and queue management during busy periods. Check arrival readiness, early-arrival requests, room moves, late check-outs and special guest requirements with Reception and Housekeeping. Ensure the front desk, entrance, lobby, luggage arrangements and guest information are presented to hotel standard.

Provide practical guidance to reception colleagues on service recovery, accurate communication, upselling opportunities and professional guest interaction. Review unresolved guest requests, room-status discrepancies and complaints before shift end and ensure ownership is clearly assigned. Food & Beverage Service Provide active operational support for breakfast, bar, lounge, restaurant interfaces and hotel functions at peak service times.

Check service readiness: cleanliness, table presentation, staffing, menus, tills, stock essentials and guest-facing standards. Monitor guest waiting times, order flow, replenishment, clearing and staff attentiveness; intervene when service falls behind. Support F&B supervisors with floor coordination, breaks, immediate staffing priorities and guest complaint resolution.

Help maintain food safety, allergen communication, responsible alcohol service and licensing procedures; escalate breaches to the responsible manager. Coordinate with the Restaurant Manager where service or guest requirements cross between The Avenue Brasserie and hotel operations, respecting the restaurant’s own management structure.

Guest Relations & Service Recovery Act as a readily available management contact for guests throughout the shift, responding calmly and professionally. Take ownership of operational complaints, including room problems, noise, delays, billing discrepancies and food or beverage service concerns. Offer appropriate remedies within approved authorisation limits; document compensation, incidents and further follow-up.

Identify repeated issues and communicate practical corrective actions to the Operations Manager and departmental managers. Team Supervision & Communication Lead by example in punctuality, presentation, hospitality and respectful communication with colleagues. Brief, direct and coach team members on shift while respecting departmental reporting lines.

Support short-notice cover and shift adjustments in consultation with relevant managers; ensure breaks and staffing levels remain workable. Record and escalate repeated lateness, conduct or performance concerns rather than independently undertaking formal disciplinary procedures. Safety, Security & Maintenance Complete required duty checks including fire exits, public-area hazards, security issues and relevant opening or closing procedures.

Follow emergency, evacuation, safeguarding, first-aid and incident-reporting procedures and contact the appropriate emergency or senior support when needed. Log urgent bedroom and public-area defects and follow through with Maintenance and Reception on guest-impacting fixes. Handle cash, keys, access controls and end-of-shift checks according to hotel policy and delegated permissions.

Shift Controls & Reporting Check that service checklists, handovers, relevant cash/till controls and daily operational records are completed accurately. Flag staffing inefficiencies, wastage, service bottlenecks and revenue opportunities to the relevant manager. Provide a concise end-of-shift update covering guest issues, incidents, operational risks, unfinished tasks and actions required.

Measures of Success: Consistent shift handovers; smooth check-in/check-out and F&B service; timely guest complaint resolution; completed operating and safety checks; positive guest feedback; and prompt closure or escalation of defects and incidents. Company Benefits: As an award-winning, family-owned hotel, we offer our staff the chance to become “part of the family!

” Your employee benefits will include the following: Competitive salary and performance-based bonuses. Internal growth and professional development opportunities. 28 days' holiday for full-time staff. Departmental incentives including employee discounts on hotel stays and dining. Discounted friends and family rates. This job description is not exhaustive; therefore, the job holder may be required, from time to time, to conduct tasks as and when requested by Hotel Management.