Duty Manager

Reporting Line: Front Office Manager

Supervises:

Front Office Supervisor, Front Office Team Leader, Front Office Associate, Concierge, Bellman, Parking Attendant, Valet, Guest Service Center

Job Summary/Purpose:

The Duty Manager is responsible for overseeing the overall hotel operations during assigned shifts, ensuring smooth coordination across all departments and delivering exceptional guest experience. The role acts as the key point of contact for guests, associates, and management in the absence of senior leadership.

The Duty Manager is responsible for overseeing the overall hotel operations during assigned shifts, ensuring smooth coordination across all departments and delivering exceptional guest experiences. The role serves as the primary on-site management representative, maintaining operational efficiency, service standards, safety, and guest satisfaction while providing leadership and support to associates.

Key Responsibilities

Operations Management

• Monitor and oversee daily hotel operations across Front Office, Housekeeping, Engineering, Security, and Food & Beverage.
• Ensure operational readiness, compliance with hotel standards, and quality service delivery.
• Conduct property inspections and monitor occupancy, arrivals, departures, and VIP movements.

Guest Experience

• Ensure excellent guest service and adherence to brand standards.
• Address guest concerns, complaints, and special requests promptly and professionally.
• Personally attend to VIP, long-stay, and high-profile guests.
• Review guest feedback and implement corrective actions when necessary.

Team Leadership

• Provide guidance, coaching, and operational support to associates during shifts.
• Ensure adequate staffing levels and departmental readiness.
• Promote teamwork, professionalism, and service excellence.

Incident & Crisis Management

• Act as the lead decision-maker during emergencies and operational disruptions.
• Coordinate incident response with Security and relevant departments.
• Ensure proper documentation, reporting, and compliance with safety procedures.

Administrative & Reporting

• Prepare daily operational reports highlighting incidents, guest feedback, and key operational updates.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Monitor operational expenses and facilitate effective shift handovers.

Coordination & Communication

• Maintain strong collaboration with department heads and management.
• Ensure seamless communication between shifts and departments.
• Represent management during meetings, briefings, and operational discussions as required.

Additional Responsibilities

• Support special projects, hotel initiatives, audits, training programs, and compliance activities.
• Assist in cross-functional operations during peak periods or manpower shortages.
• Contribute to continuous improvement efforts that enhance guest satisfaction, operational efficiency, and overall hotel performance.

Primary Objective: To ensure smooth hotel operations, deliver outstanding guest experiences, maintain safety and service standards, and support the achievement of business objectives during assigned shifts.