Duty Manager

Job Summary

Lead and coordinate Front Office operations to optimize room revenue and guest satisfaction. Manage team training and compliance with hotel policies and safety regulations to ensure service excellence and operational efficiency.

Responsibilities

• Optimize daily room inventory status to maximize revenue while maintaining high guest satisfaction
• Collaborate with Finance to monitor and reduce account receivables levels
• Analyze Front Office operational and human resource performance; report variances and initiative impacts to the Front Office Manager
• Develop and deliver training programs to improve team productivity and guest service quality
• Anticipate and promptly address guest needs through direct service or effective team communication
• Resolve guest complaints immediately to uphold satisfaction and service standards
• Coordinate Front Office sections including Reception, Concierge, Bellman, Doorman and Operator to ensure consistent service excellence and procedural compliance
• Participate in initiatives to enhance service concepts and operational processes
• Operate the Front Office department in compliance with hotel policies, ethical codes and local laws
• Ensure team adherence to Workplace Health & Safety and Occupational Health & Safety legislation and hotel policies, promoting duty of care awareness

Preferred competencies and qualifications

• Minimum 2-3 years of experience in front office or guest services roles within hotels or similar hospitality environments
• Prior supervisory or management experience in a hotel setting is highly preferred
• Experience handling guest complaints, reservations and financial transactions
• Strong customer service skills focused on guest satisfaction
• Ability to manage multiple priorities and perform effectively in a fast-paced environment
• Proficiency with property management systems (PMS), reservation systems and Microsoft Office Suite
• Clear and confident communication skills to ensure smooth coordination and problem resolution
• Ability to work well under pressure especially during peak guest arrival and departure periods
• Physical ability to stand for extended periods during guest check-ins and check-outs
• Ability to lift and carry light items such as guest luggage, documents and supplies
• Ability to respond calmly and effectively to emergencies and stressful situations
• Flexibility to work varied shifts including evenings, weekends and holidays to maintain 24/7 telephone coverage