Hotel Duty Manager

About the role

Lead hotel operations during assigned shifts, ensuring guests are cared for, team members are supported, and operational standards are maintained. The Duty Manager / Assistant Manager is the visible shift leader and operational decision-maker, balancing guest experience, commercial judgement, safety and team performance while representing View Hotels' values in every decision.

Key responsibilities

• Own the Front Office and wider hotel operations during assigned shifts, acting as the primary operational point of contact.
• Lead shift briefings, allocate responsibilities and ensure the team understands priorities, VIPs, groups, room status, operational risks and key guest follow-ups.
• Maintain a visible leadership presence in guest areas and step into the operation during peak periods.
• Make timely operational decisions within authority and escalate significant risk, financial exposure or sensitive matters to the Front Office Manager or senior management.
• Ensure handovers are clear, factual and action-focused, with ownership assigned for outstanding matters.
• Coordinate with Housekeeping, Maintenance, Food & Beverage, Reservations and other departments to keep the guest journey seamless.
• Set the tone for warm, genuine and personalised service throughout the shift.
• Personally oversee VIP arrivals, special occasions, repeat guests and complex requirements where leadership attention adds value.
• Take ownership of escalated complaints and service recovery, balancing empathy, fairness, commercial judgement and long-term guest loyalty.
• Supervise Guest Service Agents and provide clear direction, support and real-time coaching during the shift.

About you

• Advanced working knowledge of Infor HMS and front office systems, supporting team members with operational troubleshooting.
• Ability to maintain awareness of occupancy, arrivals, departures, room availability, out-of-order rooms, groups and forecast pressure points.
• Ensure guest folios, routing, deposits, pre-authorisations, direct billing, and settlements are accurate and compliant with hotel procedures.
• Act as the operational leader during emergencies and incidents, following hotel emergency procedures and escalating appropriately.
• Maintain PCI DSS compliance and confidentiality of guest, colleague and business information.