Duty Manager / Senior Duty Manager

Responsibilities

Assist Front Office Manager /Assistant Front Office Manager on general supervision of the Front Office.

Conduct daily briefings to ensure staff are updated on occupancy, events and special instructions.

Handle guest complaints, feedback and special requests effectively ensuring guest satisfaction and service recovery

Oversees proper cash handling, billing and credit procedures.

Ensure adherence to hotel policies, brand standards and operating procedures.

Ensure all guests, especially VIPs and long staying guests received personalized attention.

Conduct regular hotel rounds to inspect public areas, guest floors and back of house to ensure cleanliness, safety and service standards.

Report and document any incidents/ accidents or any occurrence in the Duty Manager Log.

Coach and support team members in handling challenging situations and guest issues.

Cooperating and responding to requests or queries from Head Office Personnel in a timely basis.

Serve as the hotel’s emergency contact during assigned shifts, coordinating responses to incidents such as fire alarm, medical emergencies and guest disputes.

Diploma or equivalent in Tourism or Hospitality Management

At least 3 years of relevant experience in a similar front office role

Relevant Knowledge of Opera system

Proficiency in Microsoft Office applications to manage administrative tasks

Ability to perform shift duties including nights, weekends, and public holidays to ensure continuous front office coverage

Excellent time management and problem-solving skills

Excellent communication and interpersonal skills