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Duty Manager
1 hour ago
The Duty Manager is responsible for overseeing the daily operations of the hotel during assigned shifts, ensuring exceptional guest service, smooth departmental coordination, and compliance with hotel policies and standards. Acting as the senior manager on duty, the Duty Manager handles guest concerns, supervises staff, and ensures operational efficiency.
Key Responsibilities
Guest Experience
- Act as the main point of contact for guests during the shift
- Handle guest complaints, feedback, and special requests professionally
- Ensure high standards of customer service across all departments
- Manage VIP arrivals, group check-ins, and special events
- Oversee daily hotel operations in the absence of senior management
- Monitor front office, housekeeping, food & beverage, and maintenance operations
- Ensure compliance with hotel policies, procedures, and brand standards
- Prepare and submit shift reports and handovers
- Supervise and support hotel staff on duty
- Allocate duties and ensure adequate staffing levels
- Conduct briefings and motivate team members
- Handle staff issues, emergencies, and disciplinary matters when required
- Ensure hotel security and safety procedures are followed
- Respond to emergencies (fire, medical, security incidents)
- Conduct regular property checks during shifts
- Authorize discounts, refunds, and complimentary services within limits
- Monitor cash handling and night audit processes (if applicable)
- Control operational costs and report irregularities
Skills & Competencies
- Strong leadership and decision-making skills
- Excellent communication and customer service abilities
- Problem-solving and conflict-resolution skills
- Ability to work under pressure and handle emergencies
- Good organizational and time-management skills
Qualifications & Experience
- Diploma or degree in Hospitality Management or related field (preferred)
- Previous experience in hotel operations, front office, or supervisory role
- Knowledge of hotel PMS systems (e.g., Opera, Fidelio)
- Flexible to work shifts, weekends, and holidays
