Duty Manager

Job Description

• Liaise with all departments to ensure smooth and coordinated operations.

• Personally welcome and escort VIP guests; authorize courtesies and ensure VIP room inspections with Housekeeping.

• Maintain and regularly update guest profiles; ensure guest needs are anticipated and fulfilled.

• Ensure efficient and professional check-in and check-out experiences.

• Handle guest inquiries and complaints tactfully, ensuring timely follow-up and resolution.

• Is an ambassador of the loyalty program among the guests and knows all its benefits.

• Supervise and support the Front Office team; conduct daily briefings and monitor service standards.

• Ensure team members adhere to all Human Resource and hotel policies.

• Review rate variances, billing instructions, and guest credit to ensure revenue control and accuracy.

• Manage full-house situations and coordinate guest relocations when necessary.

• Oversee lobby and driveway operations, ensuring accessibility, safety, and guest comfort.

• Log and report all security incidents and emergencies; ensure safety procedures are followed.

• Conduct Night Audit processes and ensure compliance with hotel standards.

• Communicate key operational updates and guest feedback to the Rooms Division Manager.

• Maintain knowledge of hotel facilities, F&B outlets, and emergency procedures.

Qualifications

• Previous Duty Manager experience, preferably within a hotel environment.

• Exceptional communication and interpersonal skills to build strong rapport with guests and colleagues.

• Confident and proactive problem-solver with strong conflict resolution abilities.

• Ability to remain calm and composed under pressure and in emergency situations.

• Excellent time management and multitasking skills in a fast-paced service environment.

• High attention to detail with a genuine commitment to delivering 5-star service.

• Experience with Opera PMS is preferred; First Aid and CPR certification is an advantage.

Additional Information

Experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus