Duty Manager

Job Description

At Roswyn, A Morgans Originals Hotel, our Duty Managers are more than operational leaders — they are the heartbeat of the guest experience. As the Duty Manager, you’ll be the go-to person across the hotel, ensuring smooth operations, empowering the team, and making sure every guest leaves with a story worth telling.

This role is hands-on, people-focused, and all about balance: one eye on the details of daily operations, and the other on the bigger picture of guest satisfaction and brand standards.

What you’ll do…

• Act as the Manager on Duty, ensuring seamless operations across all departments while maintaining Roswyn’s unique service standards.

• Lead by example on the floor, being visible, approachable, and proactive in assisting both guests and team members.

• Be the primary point of contact for guest concerns, resolving issues with empathy, efficiency, and creativity to turn moments of challenge into moments of delight.

• Support daily front office operations – including arrivals, departures, room allocations, and VIP guest handling.

• Collaborate with F&B, Housekeeping, and other departments to ensure flawless coordination and service delivery.

• Conduct property walkthroughs, ensuring facilities, public areas, and guest spaces meet both operational and brand standards.

• Monitor and review guest feedback, escalating trends and working with the team to continually enhance the experience.

• Assist with training, coaching, and motivating the team, ensuring they are empowered to deliver service that is warm, authentic, and memorable.

• Oversee safety, security, and emergency protocols during shifts, acting as the key decision-maker in urgent situations.

• Ensure all operational reports, handovers, and communications are clear, accurate, and timely.

Qualifications

What we’re looking for…

• Previous experience as a Duty Manager, Assistant Front Office Manager, or supervisory role in a luxury or lifestyle hotel.

• A natural host – you love connecting with people, solving problems, and creating special moments.

• Strong leadership and interpersonal skills – you know how to bring out the best in your team.

• Confident decision-maker with the ability to stay calm and composed in fast-paced or challenging situations.

• Excellent organizational skills with strong attention to detail.

• Fluent in English; additional languages (especially Hindi or regional languages) are a plus.

• Knowledge of hotel systems (Opera PMS preferred) and good computer literacy.

• Flexible with working hours, including evenings, weekends, and holidays.

• Someone who embodies the Morgans Originals spirit: creative, bold, approachable, and always looking to do things a little differently.