Duty Manager

The Front Office Duty Manager oversees the daily operations of the front desk, ensuring exceptional guest service, smooth hotel operations, and effective coordination between departments. This role acts as the senior decision-maker on duty, handling guest concerns, supervising staff, and maintaining service standards.

Key Responsibilities

Guest Services

• Ensure a high level of guest satisfaction at all times

• Handle guest complaints, special requests, and emergencies professionally

• Welcome VIPs and oversee special arrangements

• Resolve service issues promptly and effectively

Front Office Operations

• Supervise front desk staff during assigned shifts

• Ensure efficient check-in and check-out procedures

• Monitor room availability, rates, and occupancy status

• Ensure accurate billing and cash handling procedures

Staff Supervision

• Assign duties and manage staff schedules during shifts

• Train, coach, and motivate front office team members

• Ensure staff adhere to hotel policies, procedures, and grooming standards

Coordination & Communication

• Coordinate with housekeeping, maintenance, and security departments

• Ensure smooth shift handovers and clear communication

• Report operational issues to management

Safety & Compliance

• Act as the hotel’s representative during emergencies

• Ensure compliance with health, safety, and security policies

• Maintain incident and log reports

• Diploma or degree in Hospitality Management or related field (preferred)

• Proven experience in front office or hotel operations

• Strong leadership and problem-solving skills

• Excellent communication and customer service skills

• Ability to work shifts, weekends, and holidays

• Proficiency in hotel management systems (PMS)