Duty Manager

I. Position Overview
The Duty Manager is responsible for overseeing hotel operations during assigned shifts, ensuring guest satisfaction, maintaining service standards, and supporting smooth coordination among departments. This role serves as the key point of contact for guests and staff in the absence of senior management, handling issues efficiently and upholding the hotel's professional image.
II. Key Responsibilities
Operations Oversight
Supervise day-to-day operations across key departments (Front Office, Housekeeping, F&B, etc.) during assigned shifts
Monitor staff performance and ensure service standards are met
Coordinate with departments to resolve guest concerns and operational issues promptly
Ensure hotel policies, procedures, and safety standards are followed
Guest Relations & Service Quality
Act as the main contact for guest inquiries, requests, and complaints during duty hours
Handle VIP arrivals, guest check-ins/outs, and special requests
Ensure a high level of personalized service and a smooth guest experience
Monitor and respond to guest feedback in real time
Crisis & Incident Management
Handle emergency situations professionally and follow proper procedures
Ensure timely communication and reporting of any incidents to senior management
Maintain detailed duty logs for smooth handovers and record-keeping
Team Support & Coordination
Support and guide frontline staff to maintain performance and morale
Report any staffing or operational concerns to department heads or senior management
Assist with staff shift changes and task assignments when needed
Administrative & Reporting
Prepare daily shift reports, including guest feedback, incidents, and operational notes
Monitor occupancy, VIP arrivals, and special events impacting operations
Support the front office with administrative tasks when required