Duty Manager

Job Description

A. Hotel Operations

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

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

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

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

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

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

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

B. Guest Satisfaction and Service Recovery

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

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

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

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

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

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

C. Team Leadership and Coordination

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

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

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

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

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

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

D. Safety, Security, and Emergency Management

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

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

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

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

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

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

E. Financial and Operational Control

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

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

3. Monitor operational expenses and encourage responsible use of hotel resources.

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

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

F. Quality Assurance and Brand Standards

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

2. Conduct regular operational inspections and follow up on identified deficiencies.

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

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

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

G. Administration and Reporting

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

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

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

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

5. 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.

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

• Previous experience in an international hotel chain is an advantage.

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

• Strong English communication skills, both written and spoken.

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

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

• Strong interpersonal, coordination, and conflict-resolution skills.

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

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