Duty Manager

JOB SUMMARY

The Duty Manager oversees daily front office operations, guest services, and hotel operations to ensure a seamless and positive guest experience. The role manages guest enquiries and issues, coordinates internally with other departments to maintain operational readiness, supports revenue optimisation, and upholds organisational service, safety, and security standards. As the key point of contact during shifts, the Duty Manager ensures efficient operations and prompt resolution of guest and operational matters within the hotel.

JOB RESPONSIBILITIES

Front Office Operations

• Ensure efficient registration during check-in by verifying pre-registration, obtaining required information, assigning rooms and issuing door keys

• Check that all rooms to be assigned are inspected before issuance to ensure that they meet the organisation’s cleanliness, presentation and maintenance standards

• Ensure accuracy when collecting cash and handling credit card transactions

• Support revenue generation through promoting the next available category of rooms to guests where relevant

• Perform ad hoc duties and assignments related to Front Office operations as assigned by the reporting officer or management

Guest Service & Relations

• Provide a warm and welcoming environment for guests

• Handle enquiries via phone call, email and in-person

• Answer guest enquiries regarding the hotel and other services that guests may require in an efficient and professional manner

• Manage and address guest issues and complaints promptly and professionally

• Prepare and submit incident reports promptly and accurately whenever necessary, documenting relevant details, actions taken, and follow-up measures in accordance with the organisation’s reporting procedures

Interdepartmental Coordination

• Liaise with the Housekeeping team on room availability, status and guest requests

• Work with the Housekeeping and Maintenance teams to address any deficiencies in rooms before issuance

• Coordinate with the Reservations team regarding bookings and availability

Compliance, Safety & Security

• Required to comply with organisation’s policies, standard operating procedures, workplace safety requirements, and service standards

• Operate and monitor the CCTV system to support building security, monitor common areas, identify suspicious activities, and respond promptly to security incidents in accordance with the organisation’s procedures and privacy requirements

• Maintain guest confidentiality and protect their personal and financial information

• Know and execute responsibilities during an emergency to ensure the safety and security, and well-being of guests, staff and property
  

JOB REQUIREMENTS

• Diploma in Hotel Management, Hospitality & Tourism, or a related discipline with 3 years in a similar role

• Strong knowledge of Front Office operations, with previous supervisory or management experience in hospitality or service industries

• Prepared to work in a fast-paced hospitality environment with the ability to multi-task effectively

• Possess strong problem-solving and decision-making abilities

• Proficient in Microsoft Office software

• Additional language skills are an advantage

• Required to work on a shift basis, according to operational requirements