Duty Manager

SUMMARY:
Job Overview:
The Duty Manager acts as the senior manager on duty, responsible for overseeing hotel operations during assigned shifts. This role ensures that guest services are delivered to 5-star standards, hotel policies are followed, and all departments operate smoothly. The Duty Manager handles guest complaints, coordinates emergency situations, and acts as the point of contact for staff and VIP guests during off-peak or peak periods.
Key Duties & Responsibilities:
Guest Relations & Service Delivery

• Act as the main point of contact for guests during your shift
• Ensure a seamless and luxurious guest experience throughout the hotel
• Handle guest feedback, complaints, and special requests professionally
• Monitor VIP arrivals, in-house VIP guests, and coordinate special amenities or services

• Oversee the functioning of all departments during the shift (Front Office, Housekeeping, F&B, Security, etc.)
• Perform hotel walkthroughs to ensure cleanliness, safety, and ambiance are maintained
• Support front office operations such as check-ins, check-outs, room moves, and upgrades
• Ensure all public areas, lounges, and lobby areas meet 5-star presentation standards

• Take charge in the event of emergencies: fire alarms, guest illness, safety threats, etc.
• Coordinate with emergency services and ensure proper incident reporting
• Ensure all staff are following safety and emergency procedures

• Monitor staff behavior, grooming, and service delivery
• Mentor and coach junior staff during the shift
• Assist in managing staff break schedules and shift handovers
• Step in to assist departments during peak periods or staff shortages

• Prepare a comprehensive Duty Manager’s logbook or shift report
• Communicate important matters to the incoming shift or management team
• Log guest incidents, staff issues, or operational challenges

POSITION INFO:
Minimum Qualifications & Experience:

• Diploma or Degree in Hospitality Management or Hotel Operations
• At least 2 years' experience in a hotel operations role in a 4/5-star property
• At least 1-2 years' experience as a Supervisor, Front Office Team Leader, or Assistant Manager
• Strong knowledge of hotel software systems (e.g., OPERA, Protel, or similar)
• Exceptional communication, leadership, and problem-solving skills
• Well-presented, confident, and calm under pressure