Job Description

The Duty Manager is responsible for overseeing the daily operations of the hotel in the absence of senior management. This role ensures the highest standards of guest service, operational efficiency, and staff management, while maintaining the brand's reputation for exceptional hospitality. The Duty Manager is expected to handle guest concerns, ensure smooth coordination between departments, and address operational challenges in a fast-paced, high-demand environment.

Key Responsibilities

• Guest Services & Satisfaction :
• Act as the primary point of contact for guests during shifts, ensuring all guest inquiries, complaints, and requests are handled promptly and professionally.
• Ensure high levels of guest satisfaction by exceeding service expectations and adhering to the hotel's customer service standards.
• Monitor guest feedback, ensuring immediate resolution of issues, and follow-up to guarantee satisfaction.
• Operations Management :
• Supervise the hotel's daily operations across all departments, ensuring all functions are running efficiently.
• Monitor the front desk, housekeeping, food and beverage, and maintenance teams to ensure consistent service delivery.
• Perform routine checks of the hotel property, including public areas, guest rooms, and facilities, ensuring they are in good condition.
• Staff Supervision & Development :
• Lead, manage, and motivate the hotel staff to ensure they perform to the highest standards.
• Assist with training and development of new employees.
• Conduct shift handovers and communicate any important operational changes to the next shift.
• Ensure staff are adhering to hotel policies and procedures, including uniform standards and personal grooming.
• Guest Relations & Conflict Resolution :
• Handle VIP guests, ensure special requests are accommodated, and ensure a seamless stay for guests with high expectations.
• Resolve guest complaints and concerns, ensuring proper follow-up and ensuring guests leave satisfied.
• Ensure that emergency situations are handled quickly, efficiently, and according to hotel policy.
• Financial & Administrative Duties :
• Oversee cash handling, ensure that transactions are accurate and within hotel policy.
• Ensure proper reporting of incidents, complaints, and other important details.
• Assist in preparing reports related to operational performance, guest feedback, and staff efficiency.
• Coordinate and ensure smooth check-in/check-out processes.
• Health & Safety Compliance :
• Ensure the safety and security of all guests and staff during the shift, following the hotel's safety protocols.
• Respond to and manage any emergency situations, including fire alarms, medical emergencies, and security issues.
• Maintain up-to-date knowledge of health and safety regulations, ensuring compliance.
• Special Projects & Initiatives :
• Assist in organizing special events, promotions, or activities during the shift.
• Participate in hotel-wide initiatives to improve the guest experience or operational efficiencies.

Key Skills & Qualifications

• Education :
• Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
• Relevant certifications in hospitality or management would be a plus.
• Experience :
• Minimum of 2-3 years of experience in the hospitality industry, with at least 1 year in a supervisory or management role.
• Prior experience in a 4-star or upscale hotel environment is highly preferred.
• Skills :

Opera Knowledge is mandatory.

• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving abilities and the ability to handle stressful situations calmly and professionally.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
• Proficiency in hotel management software (e.g., Opera, Maestro, or similar systems) is an advantage.
• Strong knowledge of front office operations and guest service standards.
• A customer-centric mindset, with a strong desire to enhance the guest experience.
• Personal Attributes :
• Strong attention to detail and a proactive approach to operations.
• Flexibility to work different shifts, including nights, weekends, and holidays.
• A professional appearance and demeanor in line with the hotel's standards.

Work Environment

• Physical Demands :
• Ability to stand, walk, and move throughout the hotel for extended periods of time.
• Ability to work in a fast-paced environment with a high volume of guests and operational activities.
• Work Schedule :
• Rotational shifts, including nights, weekends, and public holidays, based on hotel operational requirements.

Job Type: Full-time