Duty Manager

Job Summary: The Hotel Duty Manager is responsible for overseeing the hotel operations in the absence of the General Manager and Assistant General Manager. This position ensures that all departments are functioning smoothly, guest satisfaction is maintained at the highest level, and hotel policies and standards are upheld. The Duty Manager acts as the primary point of contact for guests and staff during their shift and handles any issues that arise with professionalism and efficiency. Key Responsibilities: Operational Supervision: Oversee daily hotel operations across all departments, including front office, housekeeping, F&B, and maintenance. Ensure all departments are adequately staffed and that operations are running smoothly. Monitor and respond to guest feedback, complaints, and inquiries, ensuring a high level of guest satisfaction. Guest Relations: Act as the main point of contact for VIP guests, ensuring their needs are met and expectations exceeded. Handle guest complaints promptly and effectively, ensuring a satisfactory resolution. Conduct regular walkthroughs of the property to interact with guests and staff, ensuring all areas are clean, safe, and well-maintained. Crisis Management: Respond to emergency situations, such as fire alarms, medical emergencies, and power outages, coordinating with relevant departments to ensure guest and staff safety. Implement hotel emergency procedures when necessary and ensure all staff are aware of their roles in an emergency. Staff Management: Provide leadership and support to department heads and team members, ensuring that hotel policies and procedures are followed. Assist with staff training and development, ensuring that all team members are equipped to deliver high standards of service. Handle staff grievances and disciplinary actions in consultation with the HR department. Financial Control: Oversee daily financial operations, including cash handling, balancing end-of-day reports, and ensuring accurate billing. Assist in managing the hotel’s budget by controlling expenses and maximizing revenue opportunities. Reporting: Prepare and submit detailed shift reports, including guest feedback, operational issues, and any incidents that occurred during the shift. Communicate important information to incoming Duty Managers and department heads during handover. Compliance and Standards: Ensure that all hotel operations comply with local laws, regulations, and health and safety standards. Maintain high standards of cleanliness, hygiene, and guest service in all areas of the hotel. Project Support: Assist in the implementation of special projects, renovations, and events, coordinating with relevant departments to ensure successful execution. Customer Experience: Ensure a warm and welcoming environment for all guests. Continuously seek opportunities to improve guest services and overall hotel experience. Qualifications and Skills: Education: Diploma or Bachelor’s degree in Hospitality Management or related field. Experience: Minimum of 3-5 years of experience in a hotel management role, with a strong background in front office or guest services. Skills: Excellent communication and interpersonal skills. Strong leadership and problem-solving abilities. Ability to remain calm under pressure and handle difficult situations with poise. Proficiency in hotel management software (PMS), Microsoft Office Suite, and basic accounting. Working Conditions: Schedule: Rotating shifts, including nights, weekends, and holidays. Environment: Fast-paced, requiring attention to detail and the ability to manage multiple tasks simultaneously.