Duty Manager

Responsibilities

• Oversee daily Front Office operations, ensuring smooth check-in, check-out, and guest service delivery in line with Shangri-La standards.
• Supervise and guide Front Office team members, including Service Leaders and Associates, fostering a positive and motivated work environment.
• Manage guest feedback promptly, ensuring issues are resolved effectively and service recovery actions are implemented to enhance guest satisfaction.
• Conduct inspections of the lobby, public areas, and heart-of-house to ensure cleanliness, readiness, and brand standards are maintained.
• Ensure the accuracy and completion of daily reports such as Rate Variance, High Balance, and No-Show reports, and authorize rebates or paid-outs within assigned limits.
• Oversee the Night Audit process, room discrepancies, and ensure proper handover between shifts.
• Maintain effective communication with other departments (Housekeeping, Engineering, Security, Sales, F&B, Reservations, Revenue) for seamless operations.
• Take full charge of hotel operations in the absence of the Front Office Manager, making key decisions that impact guest experience and service quality.
• Ensure guest and employee safety during emergencies and familiarity with all emergency procedures.
• Support hotel environmental initiatives and participate in community and sustainability programs.

Requirements

• Diploma or Certificate in Hotel Management or equivalent.
• Minimum 2 years of Front Office supervisory experience in an international hotel environment.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and guest-handling abilities with sound judgment.
• Good spoken and written English; proficiency in additional languages is an advantage.
• Well-groomed, articulate, and able to work flexible hours including weekends and public holidays.
• Knowledge of Front Office systems and Microsoft Office applications.