Duty Manager

Description

We are seeking an experienced and service-driven professional to join us as a **Duty Manager**. This role oversees daily hotel operations, ensures smooth front desk performance, and delivers exceptional guest satisfaction in a luxury hospitality environment. The Duty Manager serves as the key contact point for guest concerns, supervises the team, and supports leadership in achieving service excellence. EA License Number: 22C1267 EA Personnel: R22110252

Responsibilities and Duties

- Take ownership of Duty Management shifts and record all incidents in the Duty Log. - Report and follow up on accidents, incidents, and thefts with the appropriate managers. - Maintain full knowledge of daily arrivals, departures, room types, layouts, locations, and rates. - Handle guest inquiries, resolve issues promptly, and deliver personalized service using guest names. - Liaise with Housekeeping and Engineering for room readiness and Out of Order rooms. - Ensure accuracy of reservations, registrations, and front desk systems. - Manage upselling opportunities, loyalty enrolments, and guest email capture initiatives. - Oversee supplies and purchase orders for Front Office operations. - Welcome and assist VIP guests and global loyalty members. - Ensure guest privacy, security, and the fulfilment of special requests. - Supervise Front Desk Agents, ensuring compliance with policies and proper handling of reservations, group arrivals, registrations, and complaints. - Authorize and verify cashier transactions, corrections, adjustments, and banking procedures. - Support financial reporting, budgets, and audit compliance. - Ensure Front Desk balancing, cash float accuracy, and adherence to credit policies and foreign exchange procedures. - Undertake projects or assignments from senior leadership as required.

Qualifications and Requirements

- Minimum 7 years of relevant hospitality experience, with supervisory responsibilities. - Strong knowledge of front office operations, reservations, and financial procedures. - Excellent leadership, problem-solving, and communication skills. - Guest-oriented mindset with the ability to remain calm under pressure. - Proficiency in hotel management systems and Microsoft Office. - Flexible to work shifts, weekends, and public holidays.