Duty Manager

The Duty Manager plays a key role in ensuring the smooth operation of the hotel, overseeing all departments during their shift, and maintaining the highest level of guest satisfaction. This role requires strong leadership, problem-solving skills, and a proactive approach to handling guest requests and operational challenges.

<b>Key Responsibilities:</b> <br> <br>

<b>- Guest Experience & Service Excellence:</b> <br>

• Act as the main point of contact for VIP guests and ensure their needs are met. <br>

• Handle guest concerns and complaints promptly, ensuring a positive resolution. <br>

• Monitor guest feedback and work with relevant departments to enhance service quality. <br>

• Conduct lobby duty to ensure a welcoming atmosphere and engage with guests. <br> <br> <b>- Operations & Leadership:</b> <br>

• Oversee the daily hotel operations, ensuring smooth coordination between departments. <br>

• Support and assist Front Office, Housekeeping, and other operational teams as needed. <br>

• Conduct regular hotel inspections to maintain cleanliness, safety, and brand standards. <br>

• Ensure compliance with hotel policies, health & safety regulations, and security protocols. <br> <br>

<b>- Crisis Management & Problem Resolution:</b> <br>

• Take charge in emergency situations, following hotel crisis management protocols. <br>

• Liaise with security, engineering, and other departments to handle urgent incidents. <br>

• Ensure accurate reporting and documentation of incidents and guest concerns. <br> <br> <b>- Financial & Administrative Responsibilities:</b> <br>

• Monitor room inventory, rate management, and ensure revenue optimization. <br>

• Assist in handling financial transactions, credit approvals, and billing inquiries. <br>

• Prepare daily reports and handover notes for management. <br> <br> <br> <b>- Qualifications:</b> <br> <br>

<b>- Qualifications & Experience:</b> <br>

• Bachelor’s degree in Hospitality Management or a related field. <br>
• Minimum 3–5 years of experience in a Front Office or Duty Manager role within a luxury hotel. <br>
• Strong leadership and decision-making skills. <br>
• Excellent problem-solving abilities and ability to handle high-pressure situations. <br>
• Proficiency in hotel PMS (Opera or similar) and Microsoft Office. <br> Fluency in English; additional languages are an advantage.