Senior/Duty Manager

Summary

This position is responsible for directing, monitoring, and supervising the day-to-day activities of all sections within the Front Office and other operational departments of the Hotel. The Duty Manager ensures smooth operations and customer service satisfaction in line with the established standards and policies of the Hotel.

Responsibilities

1. Ensure the effective, efficient, and profitable operation of the hotel, maintaining high service standards in all areas.

2. Supervise and oversee Front Office operations during assigned shifts, including reception, cashiering, telephone, reservations, and baggage services. Monitor staff conduct, grooming, and job performance to ensure service excellence and uphold the hotel’s corporate image.

3. Provide prompt, courteous, and efficient guest service, including check-ins and check-outs. Handle guest complaints with tact, diplomacy, and professionalism.

4. Conduct or assist in pre-arrival inspections for VIP rooms, ensure delivery of complimentary amenities, personally escort VIP guests, and coordinate with relevant departments regarding VIP arrangements.

5. Review the Front Office Logbook at the start of each shift, follow up on messages and outstanding actions, control access to room keys, and handle correspondence related to inquiries, reservations, and guest feedback. Monitor and address housekeeping discrepancy reports.

6. Possess a good understanding of all hotel room types, rates, and availability, and identify upselling opportunities, enhancing guest experience while optimising room revenue.

7. Handle matters related to guest safety, incident reporting, theft, and guest conduct issues.

8. Take charge of training reception staff, including planning, organizing, and conducting structured on‑the‑job training programs.

9. Monitor room inventory closely to maximize room utilization, occupancy, and revenue. Work collaboratively with the Sales team to optimize group allotments and enhance yield.

10. Take responsibility for staff and guest evacuation in emergency situations, such as fire, in the absence of the Safety & Fire Manager. Attend CERT training as required by regulations.

11. Perform any other duties assigned by supervisors, carrying them out diligently and professionally.

Requirements

1. Minimum a Diploma holder with at least 5 years’ experience in a similar capacity.

2. Demonstrated strong business acumen, effective leadership skills, and a proven track record of driving results with teams.