Duty Manager

Note to Applicants:
This role is based in a transit hotel environment, supporting guests with short-stay and time-based bookings.

This is a 5-day work week with rotating shifts. Kindly note that the hotel operates 24 hours a day, so the role will include different shifts, including night shifts where required.

Key Responsibilities

1.      Front Office Leadership and Shift Accountability

• Take full responsibility for front office operations during the assigned shift.
• Lead and support receptionists directly, providing clear direction in the absence of front office supervisors.
• Manage desk coverage, task allocation and break scheduling to maintain service levels at all times.
• Maintain overall control of the front desk environment, pace and professionalism.
• Step in proactively during high-pressure situations to stabilise operations

2. Guest Experience Oversight and Service Recovery

• Monitor the guest journey from arrival to departure and intervene when issues escalate beyond receptionist authority.
• Handle complex guest complaints, sensitive situations and service failures personally.
• Apply service recovery measures responsibly, balancing guest satisfaction with hotel policies and operational constraints.
• Ensure guest issues are fully resolved and followed through during the shift.

3. Room Flow, Availability, and Operational Decisions

• Maintain close coordination with housekeeping to monitor room status, readiness and prioritisation.
• Make informed decisions regarding early arrivals, late departures, room moves, and upgrades within approved guidelines.
• Balance guest expectations with operational capacity to avoid overpromising during peak demand.
• Adjust plans quickly during irregular operations such as flight disruptions or sudden demand spikes.

4. Training, Coaching, and Team Development

• Provide on-the-job training and guidance to receptionists during live operations.
• Coach team members on guest handling, system accuracy, billing procedures, and professional conduct.
• Support onboarding of new receptionists through supervision and feedback.
• Identify skill gaps or recurring errors and recommend additional training to the Front Office Manager

5. Performance Management and Discipline

• Monitor individual and team performance during the shift.
• Address performance or conduct issues immediately and professionally.
• Reinforce service standards, accuracy expectations and compliance requirements.
• Escalate repeated performance concerns with clear documentation and examples.

6. Financial Control, Compliance, and Risk Management

• Oversee front office billing accuracy, cash handling and shift closure processes.
• Approve refunds, allowances and adjustments within authorised limits and ensure proper documentation.
• Review discrepancies and ensure corrective action is taken promptly.
• Support audits, investigations and compliance with financial and operational controls.

7. Communication, Reporting, and Team Discipline

• Prepare clear and concise shift handovers outlining key events, decisions and unresolved issues.
• Communicate operational risks, guest escalations and irregular situations to the Front Office Manager in a timely manner.
• Address performance or conduct issues immediately and escalate ongoing concerns appropriately.
• Promote a calm, professional working environment through leadership by example.

8. Security, Safety, and Risk Management

• Act as the primary front office contact for security and safety matters during the shift.
• Respond to incidents, suspicious behaviour, or emergencies in line with procedures.
• Ensure guest information is protected and confidentiality standards are maintained.
• Coordinate with Security and other departments during emergency situations.

Qualifications & Requirements

• Previous duty management or front office leadership experience preferred to ensure familiarity with operational standards, guest flow, and team supervision.
• Strong understanding of front office operations, guest flow and service recovery.
• Strong decision-making skills with the ability to manage front office operations independently during assigned shifts.
• Strong communication skills and the ability to remain composed under operational pressure.
• Flexible to work rotating shifts, including weekends and public holidays, as required by operational needs.