Duty Manager

Job Description

• Take overall responsibility for hotel operations during the assigned shift and act as the management representative.
• Ensure smooth coordination between Front Office, Housekeeping, F&B, Engineering, Security and other operational departments.
• Monitor guest arrivals, departures, VIPs, special requests and overall guest experience.
• Handle guest complaints, service recovery and operational issues promptly and professionally.
• Conduct regular rounds of the hotel to ensure cleanliness, maintenance, safety and service standards are maintained.
• Monitor hotel standards and ensure compliance with company policies, SOPs and brand standards.
• Coordinate with HODs and department teams to resolve operational challenges and guest-related issues.
• Support Front Office operations, including room status, overbooking, room allocation and guest movement when required.
• Ensure effective shift handover with clear communication of pending issues, incidents and follow-ups.
• Monitor emergency situations and coordinate with Security and relevant departments to ensure appropriate response.
• Ensure all incidents, accidents, guest complaints and operational irregularities are properly recorded and reported.
• Monitor room readiness and coordinate with Housekeeping and Engineering to minimise operational delays.
• Ensure adherence to fire, health, safety and security standards throughout the hotel.
• Follow up on guest feedback and ensure corrective actions are implemented.
• Assist in training, coaching and motivating team members to maintain high service standards.
• Support management in implementing operational improvements and maintaining cost-conscious practices.
• Ensure proper handling and reporting of lost & found, guest property and other sensitive matters.
• Prepare and maintain relevant shift reports and operational records.

Qualifications

Additional Information