Duty Manager

Job Description

A. Hotel Operations

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Oversee and coordinate the overall hotel operation during the assigned shift.

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Act as the management representative on duty and ensure that all departments operate efficiently according to hotel standards.

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Conduct regular inspections of hotel public areas, guest facilities, and operational areas to ensure cleanliness, safety, and service quality.

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Monitor daily arrivals, departures, VIP guests, group movements, and special guest requests.

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Ensure smooth coordination between Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other departments.

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Monitor room availability, room readiness, and operational challenges, ensuring prompt follow-up with the relevant departments.

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Ensure proper shift handovers and communicate outstanding issues to the next Duty Manager or relevant department heads.

B. Guest Satisfaction and Service Recovery

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Welcome and assist guests professionally, providing personalized service throughout their stay.

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Handle guest complaints, special requests, and service recovery cases promptly and effectively.

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Follow up on guest feedback to ensure that issues are resolved to the guest's satisfaction.

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Maintain positive relationships with guests and support the delivery of memorable guest experiences.

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Ensure VIP guests, loyalty members, and repeat guests receive appropriate recognition according to hotel standards.

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Take appropriate action to resolve service failures while protecting the hotel's reputation and guest relationships.

C. Team Leadership and Coordination

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Provide guidance and support to team members during the assigned shift.

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Ensure all team members comply with hotel policies, grooming standards, service procedures, and brand standards.

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Conduct operational briefings when required and communicate important information to the relevant teams.

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Assist department supervisors in resolving operational challenges and maintaining service quality.

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Promote teamwork, effective communication, and a positive working environment.

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Report significant employee-related issues, operational concerns, and disciplinary matters to the relevant department head or Human Resources.

D. Safety, Security, and Emergency Management

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Ensure the safety and security of guests, employees, visitors, and hotel property during the assigned shift.

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Respond promptly to emergencies, accidents, incidents, fire alarms, medical situations, and security concerns.

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Coordinate with Security, Engineering, and relevant departments to manage emergency situations according to hotel procedures.

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Prepare incident reports and inform the appropriate management representatives of significant incidents.

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Ensure compliance with emergency response procedures, occupational health and safety standards, and hotel security policies.

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Protect guest privacy and confidential information in accordance with applicable data protection requirements.

E. Financial and Operational Control

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Monitor Front Office operations, cashiering procedures, and guest billing practices to ensure compliance with hotel financial controls.

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Assist in resolving billing discrepancies, payment issues, and other financial concerns within the assigned authority.

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Monitor operational expenses and encourage responsible use of hotel resources.

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Ensure proper authorization and documentation for refunds, rebates, allowances, and service recovery expenses.

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Identify operational inefficiencies and recommend improvements to the relevant department heads.

F. Quality Assurance and Brand Standards

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Ensure hotel service standards, SOPs, and applicable Accor brand standards are consistently maintained.

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Conduct regular operational inspections and follow up on identified deficiencies.

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Monitor cleanliness, maintenance conditions, and service delivery throughout the hotel.

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Support internal and external audits, quality assurance inspections, and guest satisfaction improvement initiatives.

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Report recurring operational issues and recommend corrective actions to the relevant departments.

G. Administration and Reporting

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Prepare and maintain the Duty Manager logbook, shift reports, and incident reports.

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Record guest complaints, service recovery actions, operational issues, and outstanding follow-up items.

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Communicate important information and unresolved matters to the relevant managers and the next shift.

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Provide operational updates to the Hotel Manager or other designated management representatives when required.

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Perform other duties and responsibilities assigned by the Hotel Management.

Qualifications -

Diploma or Bachelor's degree in Hospitality Management, Hotel Management, or a related field is preferred.

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Minimum 2–3 years of experience in hotel operations, preferably in Front Office or a supervisory position.

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Previous experience in an international hotel chain is an advantage.

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Good knowledge of Front Office operations, guest service standards, and hotel operating procedures.

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Strong English communication skills, both written and spoken.

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Excellent leadership, problem-solving, and decision-making skills.

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Ability to handle guest complaints, emergencies, and challenging situations calmly and professionally.

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Strong interpersonal, coordination, and conflict-resolution skills.

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Able to work independently and make sound decisions within the assigned authority.

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Willing to work flexible shifts, including night shifts, weekends, and public holidays.