Duty Manager

Job Description

Duty Manager plays a key leadership role in the day-to-day operations of the hotel, acting as the Manager on Duty during assigned shifts. This position ensures that all departments operate efficiently and that guest experiences meet brand standards. The Duty Manager handles guest concerns, supports the operational team, and ensures a safe and smooth environment for both guests and colleagues.

Key Responsibilities:

• Act as the Manager on Duty and oversee hotel operations during shifts

• Handle and resolve guest complaints and feedback in a professional and timely manner

• Coordinate with Front Office, Housekeeping, Engineering, F&B, and Security to ensure seamless operations

• Ensure guest satisfaction and provide personalized service in line with hotel standards

• Monitor room availability, overbooking, and ensure smooth check-in/check-out processes

• Support emergency procedures and uphold safety and security protocols

• Supervise front-line colleagues and provide guidance as needed

• Review daily reports, handovers, and ensure proper documentation of incidents

• Maintain a strong presence in public areas, assisting guests and supporting staff

• Report any major incidents or service challenges to senior management

Qualifications

• Diploma in Tourism / Hospitality Management
• Minimum 2 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language

Additional Information