Duty Manager

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The Duty Manager ensures the smooth running of daily hotel operations, acting as the senior point of contact for both guests and staff during assigned shifts. This role requires strong leadership, exceptional guest service skills, and the ability to resolve challenges quickly while upholding the hotel’s standards and reputation.

Responsibilities

• Guest Experience – Personally welcome VIP guests, repeat guests, and special occasion stays, ensuring tailored attention; oversee the check-in / check-out process with efficiency and professionalism; manage guest complaints and feedback promptly while protecting the hotel’s reputation; engage with guests in public areas to build rapport and anticipate needs; ensure guest requests (tours, transfers, amenities, reservations) are actioned promptly and communicated to relevant departments.
• Operational Oversight – Act as the “Manager on Duty” (MOD) when senior management is absent; conduct regular property walks to monitor housekeeping, public areas, and maintenance; liaise with Housekeeping for room readiness and efficient turnover; coordinate with Food & Beverage for dietary needs and seamless service; ensure front office retains accurate guest profiles in the PMS and correct billing; oversee security protocols and staff safety procedures; respond quickly to operational breakdowns with practical solutions.
• Team Leadership – Lead by example in grooming, service etiquette, and guest interaction; supervise Front Office staff to hotel standards; mentor junior staff and provide on-the-job training; assist with shift scheduling for adequate cross-department coverage; foster interdepartmental teamwork and problem solving.
• Administration & Communication – Compile accurate Duty Manager shift reports; ensure thorough shift handovers with the Front of House Manager and next Duty Manager; monitor cash handling and compliance with financial procedures; track guest feedback trends and service recovery cases; support compliance with regulatory requirements and data accuracy for guest records.

Requirements

We Create Opportunities And Experiences For People To Enrich Their Lives. Our Values Guide Our Behaviours And How We Act. Be AWARE, GENEROUSLY, with Diversity and continuous improvement.

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