Duty Manager

About the role

The Duty Manager is responsible for assisting the Front Office Manager and Senior Management in the day-to-day Front Office operations. This role ensures smooth operations across the Front Desk, Operator, Business Centre, Executive Floor, and overall lobby area. In the absence of the Front Office Manager or Assistant Front Office Manager, the Duty Manager will take charge of the Front Office operations and act as the main management representative on duty.

Key responsibilities

• Act as the Management representative on duty and handle guest concerns professionally
• Attend to guest complaints, feedback, and requests with tact and diplomacy
• Ensure guest satisfaction while following hotel policies and procedures
• Maintain close communication with the Front Office Manager on guest issues and operational matters
• Monitor lobby activities and ensure smooth guest flow and service standards
• Maintain an accurate Duty Manager logbook for incidents, guest feedback, and follow-up matters
• Attend daily Front Office briefings and weekly Front Office meetings
• Conduct Front Office briefings in the absence of the Assistant Front Office Manager
• Ensure proper communication between all Front Office sections
• Assist Security during safe opening procedures and ensure proper documentation

About you

• Diploma or Degree in Hospitality Management or related field
• Minimum 3 years of working experience in a similar capacity in a 5-star international hotel
• Excellent communication and guest relation skills
• Strong leadership and problem-solving skills
• Good organizational skills with the ability to prioritize tasks
• Able to work under pressure and meet deadlines
• Detail-oriented and accurate in work