Duty Manager

Job description

Company Description

 

 

Job Description

The Duty Manager plays a key role in ensuring the smooth operation of the hotel, overseeing all departments during their shift, and maintaining the highest level of guest satisfaction. This role requires strong leadership, problem-solving skills, and a proactive approach to handling guest requests and operational challenges.

Key Responsibilities:

Guest Experience & Service Excellence:

·  Act as the main point of contact for VIP guests and ensure their needs are met.
·  Handle guest concerns and complaints promptly, ensuring a positive resolution.
·  Monitor guest feedback and work with relevant departments to enhance service quality.
·  Conduct lobby duty to ensure a welcoming atmosphere and engage with guests.

Operations & Leadership:

·  Oversee the daily hotel operations, ensuring smooth coordination between departments.
·  Support and assist Front Office, Housekeeping, and other operational teams as needed.
·  Conduct regular hotel inspections to maintain cleanliness, safety, and brand standards.
·  Ensure compliance with hotel policies, health & safety regulations, and security protocols.

Crisis Management & Problem Resolution:

·  Take charge in emergency situations, following hotel crisis management protocols.
·  Liaise with security, engineering, and other departments to handle urgent incidents.
·  Ensure accurate reporting and documentation of incidents and guest concerns.

Financial & Administrative Responsibilities:

·  Monitor room inventory, rate management, and ensure revenue optimization.
·  Assist in handling financial transactions, credit approvals, and billing inquiries.
·  Prepare daily reports and handover notes for management.

Qualifications

Qualifications & Experience:

·  Bachelor’s degree in Hospitality Management or a related field.
·  Minimum 3–5 years of experience in a Front Office or Duty Manager role within a luxury hotel.
·  Strong leadership and decision-making skills.
·  Excellent problem-solving abilities and ability to handle high-pressure situations.
·  Proficiency in hotel PMS (Opera or similar) and Microsoft Office.
·  Fluency in English; additional languages are an advantage.