The Duty Manager acts as the hotel's representative and point of contact during their shift, ensuring the smooth and efficient operation of all guest-related services and hotel facilities. They are responsible for providing exceptional guest service, handling guest inquiries and concerns, and ensuring the safety and security of guests and the hotel. This role requires strong leadership, problem-solving, and decision-making skills, as well as the ability to work effectively with all hotel departments.

Key Responsibilities:

• Guest Relations:Serve as the primary point of contact for guest inquiries, requests, and complaints during their shift.
• Handle and resolve guest issues promptly and efficiently, ensuring guest satisfaction.
• Greet VIP guests and assist with their arrival and departure.
• Maintain a visible presence in the lobby and other guest areas, offering assistance and support.
• Proactively anticipate guest needs and provide personalized service.
• Foster positive guest relations and solicit feedback to improve service levels.
• Operational Management:Oversee the smooth operation of the Front Office, Housekeeping, and other relevant departments during their shift.
• Ensure adherence to hotel policies, procedures, and service standards.
• Conduct regular walk-throughs of the hotel to ensure cleanliness, maintenance, and overall presentation are up to standard.
• Coordinate with other departments (e.g., Food & Beverage, Engineering, Security) to address guest needs and operational requirements.
• Handle check-ins and check-outs efficiently and accurately.
• Manage room inventory and availability, making decisions on room assignments and upgrades as needed.
• Handle cash and billing procedures in accordance with hotel policies.
• Respond effectively to emergencies and security situations, following established protocols.
• Leadership and Supervision:Supervise and support Front Office staff and other relevant team members during their shift.
• Provide guidance, training, and coaching to team members as needed.
• Ensure staff are well-informed about hotel services, policies, and daily operations.
• Foster a positive and collaborative work environment.
• Delegate tasks and responsibilities effectively.
• Communicate effectively with all team members and departments.
• Administrative Tasks:Prepare daily reports and shift briefings, ensuring effective communication between shifts.
• Maintain a logbook of incidents, guest feedback, and any relevant information.
• Handle lost and found items according to hotel procedures.
• Assist with administrative tasks as required by the Front Office Manager or Assistant Hotel Manager.
• Safety and Security:Ensure the safety and security of guests and hotel premises during their shift.
• Be knowledgeable of emergency procedures and assist in their implementation.
• Report any safety hazards or security concerns to the appropriate personnel.

Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field is often preferred.
• Previous experience in a supervisory role within a hotel or hospitality environment is typically required (e.g., Front Office Supervisor, Guest Service Manager). Specific experience requirements may vary.
• Strong leadership, communication (both verbal and written), and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Ability to handle stressful situations and remain calm under pressure.
• Strong organizational and time management skills.
• Proficiency in hotel property management systems (PMS) is usually an advantage.
• A customer-focused attitude with a passion for delivering exceptional service.
• Flexibility to work various shifts, including nights, weekends, and holidays.
• Knowledge of local area and attractions is a plus.

Personal Attributes:

• Professional and well-groomed appearance.
• Positive and enthusiastic attitude.
• Guest-oriented and service-minded.
• Ability to work independently and as part of a team.
• Attention to detail.
• Integrity and ethical conduct.

Please refer to job description.