Assistant Duty Manager

1. Daily Hotel Operations

• Oversee the smooth operation of the hotel during the assigned shift.
• Monitor Front Office, Housekeeping, Engineering, Security, F&B and other operational departments.
• Ensure all departments follow hotel SOPs, service standards and operational procedures.
• Conduct regular rounds of public areas, lobby, guest floors and back-of-house areas.
• Ensure the hotel is maintained in a clean, safe and presentable condition.

2. Guest Service & Satisfaction

• Act as the management representative on duty and provide immediate assistance to guests.
• Handle guest requests, complaints and service recovery professionally.
• Follow up on guest complaints to ensure proper resolution and guest satisfaction.
• Assist VIPs, long-staying guests, repeat guests and special-arrival guests when required.
• Maintain a high level of guest engagement and hospitality throughout the shift.

3. Front Office Operations

• Monitor check-in and check-out operations, especially during peak periods.
• Ensure room readiness and coordinate closely with Housekeeping for room release.
• Monitor room status, room discrepancies, upgrades and special arrangements.
• Support Front Office staff in handling difficult situations and operational issues.
• Ensure proper cash handling and compliance with Front Office procedures.

4. Housekeeping Coordination

• Coordinate closely with Housekeeping regarding room cleanliness and room availability.
• Follow up on delayed room releases and prioritize urgent rooms.
• Conduct spot checks on guestrooms and public areas when necessary.
• Escalate recurring cleanliness or maintenance issues to the relevant department.
• Ensure guestroom-related complaints are attended to promptly.

5. Emergency & Incident Management

• Take immediate action during emergencies, accidents, medical cases, fire alarms or security incidents.
• Coordinate with Security, Engineering and relevant departments during emergencies.
• Prepare or ensure proper incident reports are completed.
• Protect guest safety, hotel property and the hotel's reputation.
• Contact senior management or emergency services when required.

6. Staff Supervision

• Monitor staff performance and grooming during the shift.
• Ensure employees follow hotel policies, SOPs and service standards.
• Provide guidance and immediate coaching where necessary.
• Address operational issues and escalate serious staff matters to the appropriate manager.
• Ensure proper shift handover between Duty Managers and departments.

7. Hotel Facilities & Maintenance

• Conduct regular inspections of hotel facilities and public areas.
• Report defects, breakdowns and safety hazards to Engineering.
• Follow up on outstanding maintenance issues affecting guests.
• Ensure temporary arrangements are made where necessary to minimize guest inconvenience.

8. Security & Safety

• Maintain awareness of hotel security and safety matters.
• Monitor unusual activities and coordinate with Security when required.
• Ensure lost-and-found procedures are followed.
• Ensure safety and security incidents are properly recorded and reported.

9. Communication & Reporting

• Maintain effective communication with all departments.
• Review the Duty Manager logbook and outstanding issues at the beginning of each shift.
• Record significant incidents, guest complaints, VIP movements and operational matters.
• Provide a comprehensive handover to the incoming Duty Manager.
• Update the Hotel Manager/Management on critical issues when required.

10. Revenue & Operational Control

• Monitor room availability, occupancy and operational restrictions.
• Ensure room upgrades, complimentary rooms, house-use rooms and special rates are properly authorized.
• Monitor operational costs and avoid unnecessary wastage.
• Support management in maintaining hotel standards while controlling operational expenses.