Duty Manager

Role & responsibilities

1. Shift Operations & Supervision

• Manage Staff: Assign tasks, conduct shift briefings, and monitor the performance of receptionists, bellboys.
• Oversee Transactions: Approve special rates, manage petty cash, and verify end-of-shift balances and deposits.
• Maintain Standards: Ensure the front desk is fully supplied, tidy, and operating efficiently at all times.

2. Guest Experience & Issue Resolution

• Guest Relations: Greet VIPs and ensure a seamless check-in and check-out experience for all guests.
• Complaint Management: Act as the point of escalation to resolve complex or sensitive guest issues courteously and effectively.
• Requests: Fulfill special requests, coordinate wake-up calls, and handle room changes as needed.

3. Safety, Security & Administration

• Emergency Response: Act as the primary on-site manager during emergencies, coordinating evacuations or medical responses if necessary.
• Security Checks: Conduct regular patrols of the lobby and public areas, ensuring facility security and master key control.
• Reporting: Prepare shift handover reports, occupancy updates, and log any incidents to communicate with the Front Office Manager.

4. Interdepartmental Coordination

• Housekeeping: Liaise with the housekeeping team regarding room status, VIP arrivals, and urgent maintenance issues to ensure rooms are ready.

• Security & F&B: Work closely with the security team and Food & Beverage outlets to maintain a cohesive and secure guest experience.

• Education: Diploma or Bachelor's degree in Hospitality Management,

• Experience: 8+ years of progressive front-desk or supervisory experience in Hotel Industry.

• Technical Skills: Strong proficiency in using office software & booking software.

• Soft Skills: Excellent communication, conflict-resolution, leadership, and customer-centric problem-solving skills with a pleasing personality.