Duty Manager

Key Responsibilities

1. Operational Oversight

   • Supervise daily activities across departments such as Front Office, Housekeeping, and Food & Beverage to ensure smooth operations.

   • Conduct regular property walkthroughs to maintain cleanliness, safety, and service standards.

   • Address and resolve operational challenges promptly, coordinating with relevant department heads

2. Guest Relations & Service Recovery

   • Act as the primary point of contact for guest inquiries, complaints, and special requests, ensuring timely and satisfactory resolutions.

   • Engage with VIP guests to provide personalized experiences and manage special arrangements.

   • Follow up with guests post-resolution to ensure continued satisfaction.
     
     Staff Supervision & Support

   • Lead and support staff across various departments, providing guidance and resources needed for effective performance.

   • Conduct briefings to communicate updates, expectations, and policies.

   • Monitor staff performance, offering on-the-spot coaching and feedback.

3. Emergency Response & Safety Management

   • Coordinate responses to emergencies such as medical incidents, power outages, or security threats.

   • Ensure compliance with emergency protocols, including evacuation and safety measures.

   • Document incidents thoroughly and communicate with senior management as needed.

4. Communication & Reporting

   • Serve as a liaison between staff, guests, and senior management, ensuring clear and consistent communication.

   • Prepare detailed shift reports, highlighting key events and recommendations for improvement.

   • Communicate guest feedback to relevant departments to enhance service delivery.

5. Promotion of Services & Amenities

   • Inform guests about hotel amenities, dining options, and local attractions.

   • Encourage participation in on-site activities and promotions.

   • Support upselling initiatives by recommending room upgrades and packages.
     
     Compliance & Standards Enforcement

   • Conduct inspections to ensure adherence to health, safety, and hygiene standards.

   • Monitor compliance with brand guidelines in service delivery and property presentation.

   • Address any non-compliance issues promptly to uphold hotel standards.

Qualifications & Skills

• Education: Diploma or degree in Hospitality Management or a related field.

• Experience: Minimum of 3 years in hotel front office operations, with at least 1 year in a supervisory or managerial role.

• Technical Skills: Proficiency in property management systems (e.g., Opera), MS Office Suite, and familiarity with front office operations.

• Soft Skills: Strong leadership qualities, excellent communication and interpersonal skills, problem-solving abilities, and a customer-focused mindset.

• Language Proficiency: Fluent in English; additional language skills are advantageous.

• Personal Attributes: Well-groomed appearance, ability to work under pressure, adaptability, and a positive attitude.