Hotel Duty Manager

The Hotel Duty Manager is responsible for overseeing hotel operations during assigned shifts, ensuring exceptional guest service, operational efficiency, staff supervision, and compliance with hotel standards. The role acts as the primary point of contact for guests and staff, handling operational issues, guest concerns, and emergencies while maintaining smooth hotel operations across all departments.

The ideal candidate should be energetic, customer-focused, and capable of leading operational teams in a fast-paced hospitality environment.

Key Responsibilities

Operational Management

• Supervise daily hotel operations during assigned shifts.
• Coordinate activities between Front Office, Housekeeping, Food & Beverage, Security, and Maintenance departments.
• Ensure all hotel facilities and services meet established quality standards.
• Monitor room readiness and occupancy status to maximize operational efficiency.
• Conduct regular inspections of guest rooms, public areas, and operational facilities.
• Prepare shift reports and handover notes for management.

Guest Service & Relations

• Ensure guests receive prompt, professional, and courteous service.
• Act as the primary escalation point for guest complaints and service issues.
• Resolve guest concerns efficiently and ensure satisfactory outcomes.
• Welcome VIP guests and oversee special guest requests.
• Monitor guest feedback and implement service improvement initiatives.

Staff Supervision

• Supervise and support operational staff during assigned shifts.
• Conduct daily staff briefings and ensure adherence to hotel standards.
• Monitor employee appearance, attendance, and performance.
• Assist with staff training and development activities.
• Promote teamwork and a positive work environment. Safety, Security & Compliance
• Ensure compliance with hotel policies, safety regulations, and operating procedures.
• Respond effectively to emergencies, security incidents, and guest disturbances.
• Conduct routine safety and security checks.
• Ensure proper incident reporting and follow-up actions.
• Maintain compliance with health and hygiene standards.

Revenue & Cash Control

• Monitor room availability, reservations, and walk-in guests.
• Ensure accurate billing and cash handling procedures.
• Assist in maximizing room occupancy and hotel revenue.
• Monitor shift transactions and investigate discrepancies.

Administrative Duties

• Prepare daily operational and incident reports.
• Maintain accurate records of guest complaints and resolutions.
• Assist management with audits and operational reviews.
• Support implementation of hotel policies and procedures.

Required Qualifications

Education

• Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, Business Administration, Tourism Management, or a related field.
• Additional hospitality certifications will be advantageous.

Experience

• Minimum 3 years of experience in a Hotel Duty Manager, Front Office Supervisor, Assistant Front Office Manager, or similar hospitality leadership role.
• Proven experience handling guest relations and hotel operations.
• Experience supervising hotel staff and resolving operational issues.

Age Requirement Candidates must be below 35 years of age.

Technical Skills

• Proficiency in Hotel Property Management Systems (PMS) such as Opera, Fidelio, IDS, or equivalent.
• Good knowledge of hotel operations and customer service standards.
• Proficiency in Microsoft Office applications.
• Understanding of hotel revenue management and cash handling procedures.

Core Competencies

• Leadership and Team Supervision
• Customer Service Excellence
• Problem Solving and Decision Making
• Communication and Interpersonal Skills
• Conflict Resolution
• Time Management
• Attention to Detail
• Operational Planning
• Crisis and Emergency Management

Working Conditions

• Shift-based roster including weekends, public holidays, and evenings.
• Ability to stand and walk for extended periods.
• Availability to respond to operational emergencies as required.
• Direct interaction with guests, employees, suppliers, and service providers.

Preferred Candidate Profile

A highly motivated hospitality professional below 35 years of age, possessing a minimum of 3 years' experience in a similar hotel leadership role, with strong guest service skills, operational expertise, and the ability to lead teams effectively while delivering outstanding guest experiences and maintaining operational excellence.