Reports to:
• Operations Manager / Hotel Manager
• Senior Management Team
Position Summary:
The Duty Manager is responsible for overseeing the hotel's daily operations during their shift, acting as the Manager on Duty.
This role ensures smooth coordination across departments, maintains high guest satisfaction, enforces safety and quality standards, and represents senior leadership in their absence.
Key Responsibilities:
Guest Services & Relations
• Welcome, greet, and check in guests when needed; handle VIP arrivals.
• Be the escalation point for guest complaints, feedback, and any on-site incidents.
• Work to resolve guest issues promptly and diplomatically, ensuring guest satisfaction.
Operational Oversight
• Supervise daily activities across departments (Front Office, Housekeeping, F&B, Maintenance, etc.) during duty shifts.
• Ensure smooth check-in/check-out procedures and manage room allocation/availability.
• Conduct regular walk-abouts of the hotel (public areas, back-of-house) to monitor service standards and cleanliness.
Team Leadership & Staff Management
• Coordinate staffing levels with department heads to ensure adequate coverage.
• Motivate, coach, and support front-line team members.
• Assist in training, onboarding, and mentoring of staff, ensuring company values and service standards are upheld.
• Be visible, lead by example, and promote a culture of high performance and accountability.
Safety, Security & Compliance
• Act as first responder in emergencies (fire alarm, medical incident, security threat), following hotel emergency procedures.
• Monitor health & safety standards, perform regular inspections of exits, fire equipment, and public areas.
• Report and document any incidents (accidents, security issues, guest disturbances) in the duty log.
• Work with Loss Prevention/Security teams as needed.
Financial and Administrative Duties
• Take responsibility for cash handling, billing, and financial reconciliation during the shift.
• Monitor daily revenue, make decisions (in line with policy) to maximize yield (e.g., upselling, room allocation).
• Prepare shift reports / handover notes for the next manager or senior management.
Quality Assurance
• Use guest feedback (e.g. comment cards, surveys) to identify areas for improvement.
• Implement or propose action plans to improve guest satisfaction, service delivery, and operational efficiency.
• Maintain and enforce hotel SOPs (Standard Operating Procedures) consistently.
Communication
• Liaise closely with all Heads of Departments (HODs) to stay updated on operations, maintenance issues, special events, or group check-ins.
• Attend and contribute to departmental meetings; communicate key points to staff during shifts.
• Maintain clear, accurate notes in the duty log, including any incidents, guest feedback, and operational concerns.
Other Duties
• Undertake any reasonable additional tasks as required by senior management.
• Be prepared to support F&B or other departments during busy periods.