Duty Manager

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.