Duty Manager

A. Hotel Operations

• Act as the Manager on Duty during assigned shifts.
• Monitor the overall operation of the hotel and ensure all departments are functioning effectively.
• Conduct regular hotel inspections, including public areas, guest floors, restaurants, back-of-house areas and facilities.
• Ensure that operational standards and hotel SOPs are consistently followed.
• Coordinate with department heads and supervisors to address operational issues promptly.
• Ensure smooth handover between shifts.

B. Guest Experience

• Ensure guests receive a high standard of service throughout their stay.
• Handle guest complaints, requests and service recovery professionally and promptly.
• Personally attend to VIPs, special guests and sensitive guest situations when required.
• Follow up on guest complaints to ensure appropriate resolution.
• Empower employees to resolve guest issues within approved service recovery guidelines.

C. Front Office & Rooms Division

• Monitor arrivals, departures, room availability, room status and occupancy.
• Ensure VIP rooms and special arrangements are properly prepared.
• Support Front Office during peak periods and operational challenges.
• Monitor room discrepancies and coordinate with Housekeeping for timely room release.
• Ensure smooth coordination between Front Office, Housekeeping, Engineering and other relevant departments.

D. Safety & Security

• Maintain overall awareness of hotel safety and security.
• Respond immediately to emergencies, accidents, medical incidents, fire alarms and other critical situations.
• Ensure established emergency procedures are followed.
• Liaise with Security, Engineering and relevant authorities when necessary.
• Ensure incidents are properly documented and reported to management.

E. People Management

• Provide leadership and guidance to employees during the shift.
• Monitor employee grooming, punctuality, conduct and adherence to hotel standards.
• Address operational and disciplinary issues appropriately and escalate serious matters to the relevant Department Head/HR.
• Ensure adequate manpower deployment according to business requirements.
• Motivate employees and maintain a professional and positive working environment.

F. Financial & Business Controls

• Monitor cash handling and ensure compliance with financial procedures.
• Approve transactions, discounts, complimentary items and adjustments within delegated authority.
• Monitor potential revenue leakage and report irregularities.
• Ensure proper documentation of financial and operational incidents.
• Protect hotel assets and ensure company resources are used appropriately.

G. Communication & Reporting

• Maintain effective communication with all departments.
• Conduct or participate in daily operational briefings.
• Ensure important information is communicated during shift handovers.
• Complete the Duty Manager/MOD log accurately.
• Report significant incidents, complaints and operational issues to senior management.
• Follow up on outstanding issues until appropriate closure.