Duty Manager

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)