Job Description
Position Summary
The Duty Manager oversees daily hotel operations during assigned shifts, ensuring seamless functioning across departments. The role acts as the primary point of contact for guests, manages escalations, supervises on-duty teams, and maintains service, safety, and operational standards in the absence of senior leadership.
Key Responsibilities
Guest Services & Experience
Act as the primary contact for guest concerns, escalations, and service recovery
Manage VIP arrivals, long-stay guests, and special requests
Monitor daily guest feedback and ensure service satisfaction.
Maintain a visible presence in lobby and public areas during peak periods
Operational Supervision
Oversee front office functions including front desk, concierge, bell desk, transportation, and telephones
Coordinate with Housekeeping, Engineering, F&B, Security, and other departments
Conduct lobby checks, room inspections, and safety rounds
Ensure smooth check-in, check-out, room allocation, and billing accuracy
Crisis Management & Safety
Lead emergency response during the shift
Handle fire alarms, medical incidents, guest disturbances, and security issues
Ensure compliance with safety, security, and emergency procedures
Maintain incident logs and escalate issues to senior management
Leadership & Staff Management
Supervise front office associates and shift leaders
Conduct shift briefings and allocate duties
Ensure grooming standards, SOP adherence, and smooth shift handovers
Financial, Quality & Reporting
Oversee cash handling, billing disputes, refunds, and credit approvals
Support room revenue initiatives including upgrades and upselling
Monitor overbooking, walk-ins, and reservation challenges
Inspect rooms, lobby areas, and guest facilities for quality compliance
Prepare daily Duty Manager reports with incidents and operational notes
Requirements
Qualifications & Experience
Degree or Diploma in Hotel Management
3–6 years of experience in front office operations
Prior supervisory or senior front office role experience preferred
Experience in 4 star or 5 star hotel environments advantageous
Working knowledge of PMS systems (Opera / IDS / HMS)
Requirements
Qualifications & Experience Degree or Diploma in Hotel Management or Hospitality Extensive experience in restaurant and bar operations with senior supervisory or managerial exposure Strong expertise in F&B operations, cost control, menu engineering, and service standards Working knowledge of POS, PMS, inventory systems, and MS Office
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