Duty Manager

Description

The Duty Manager is responsible for ensuring exceptional guest service by supervising hotel operations and managing staff. This role involves addressing guest complaints, overseeing day-to-day activities, and ensuring front office standards are maintained. The Duty Manager supports the Front Office and Hotel Managers in hiring, training, and managing staff, while also ensuring optimal revenue through effective room inventory management. They collaborate with other departments and assist with performance appraisals. In the absence of the Front Office Manager, the Duty Manager steps in to lead the team, ensuring safety and emergency protocols are followed.

Responsibilities and Duties

Create memorable guest experiences and ensure efficient, courteous service. Address guest complaints and assist in staff recruitment, training, and guidance. Supervise daily operations, provide feedback, and fill in for absent employees. Lead and motivate staff, ensuring compliance with standards and policies. Collaborate with accounting to manage accounts receivables and room inventory. Coordinate with other departments and assist with performance appraisals. Act as Front Office Manager in their absence and ensure safety protocols are followed. Provide additional support as assigned by the Front Office or Hotel Manager.

Qualifications and Requirements

O-Level or equivalent education. 2-3 years of front office or guest services experience, with supervisory experience preferred. Strong communication, leadership, and problem-solving skills. Knowledge of hotel operations and customer service standards. Ability to work rotating shifts, weekends, and public holidays. Proficient in Microsoft Office; hotel management software knowledge a plus. Knowledge of emergency procedures and security protocols. Positive, proactive, and calm under pressure.

Working Condition

Working hours

5 days / 44 hours