Duty Manager

The Duty Manager is responsible for ensuring the smooth day-to-day operation of the Front Office and guest services, delivering exceptional guest experiences, and maintaining efficient hotel operations. This role oversees Front Desk, Bell Service, Guest Experience, and Cashier operations while coordinating with all departments to ensure service excellence, prompt resolution of guest concerns, and compliance with hotel standards and procedures.

Key Responsibilities

Guest Services & Operations

• Ensure the smooth functioning of Front Office operations and provide outstanding guest service at all times.

• Supervise Front Desk, Bell Service, Guest Experience, and Cashier operations.

• Monitor guest arrivals, departures, and room allocations to ensure efficient rooming and guest satisfaction.

• Handle guest inquiries, requests, complaints, and special requirements professionally and promptly.

• Maintain a visible presence in the lobby and public areas to engage with guests and ensure a positive guest experience.

• Coordinate with Housekeeping and other departments to ensure all VIP and special-request rooms are prepared prior to arrival.

• Ensure all public areas under the Front Office, including the lobby, reception, drop-off area, stairs, and driveway, are clean, organized, and well-maintained.

Operational Management

• Ensure compliance with company policies, Standard Operating Procedures (SOPs), and service standards.

• Monitor daily outstanding guest accounts and ensure appropriate follow-up.

• Maintain accurate Front Office records, including Reception and Information Log Books.

• Ensure guest mail, messages, and special requests are delivered promptly.

• Oversee efficient and accurate check-in and check-out procedures.

• Resolve operational issues and guest complaints effectively while implementing appropriate corrective actions.

• Conduct daily team briefings and communicate operational updates, priorities, and service expectations.

• Coordinate with all hotel departments to ensure seamless daily operations and guest satisfaction.

Qualifications

• Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, or a related field.

• Minimum 2 years of experience in Front Office operations, preferably in a supervisory or Duty Manager role within the hospitality industry.

• Strong leadership and team management skills.

• Excellent guest service, communication, and interpersonal skills.

• Strong problem-solving and decision-making abilities.

• Proficient in hotel Property Management Systems (PMS) and Microsoft Office applications.

• Ability to work flexible shifts, including weekends and public holidays.

• High level of professionalism, integrity, and attention to detail.