Duty Manager

Job Duties & Responsibilities

The duty manager plays a vital role in maintaining high standards of hospitality and ensuring that the hotel runs smoothly on a day-to-day basis.

• Oversee all hotel operations during shifts, ensuring smooth and efficient service delivery in all departments.

• Supervise front desk operations, concierge, and guest relations teams, ensuring prompt check-in/check-out and guest satisfaction.

• Coordinate with housekeeping, F&B, maintenance, and security to address operational needs and resolve issues quickly.

• Ensure adherence to Standard Operating Procedures (SOPs) and operational policies.

• Handle guest complaints and concerns, ensuring prompt resolution and maintaining a high level of guest satisfaction.

• Ensure that guest feedback is collected and addressed, implementing improvements where necessary.

• Provide personalized services for VIPs, regular guests, and special requests.

• Monitor guest interactions to ensure service excellence, responding to guest needs efficiently.

• Supervise front office staff, ensuring that they are well-trained, motivated, and delivering exceptional service.

• Ensure staff adhere to professionalism, grooming, and conduct standards at all times.

• Conduct shift briefings to ensure all team members are aligned with the day’s goals and responsibilities.

• Assist in staff scheduling and management to ensure adequate coverage during shifts.

• Act as the first point of contact in case of emergencies, managing situations such as fire alarms, medical emergencies, or guest incidents.

• Collaborate with security personnel to maintain a safe environment for guests and staff.

• Maintain clear and continuous communication with hotel management, relaying important operational information and any significant guest issues.

• Coordinate with other departments (housekeeping, F&B, maintenance) to ensure seamless guest service and operational efficiency.

• Ensure timely and accurate updates to senior management regarding daily operations.

Qualifications

• College graduate of Business Administration / Hospitality related course
• Previous experience as a Duty Manager or in a similar management function in the industry is preferred.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
• Knowledge of Property Management System (Opera) and Windows, MS Office Suite an asset