Duty Manager
Key Skills for This Role
Full Job Posting
Hotel operations
- Oversee and coordinate overall hotel operations during the assigned shift as the management representative on duty.
- Inspect public areas, guest facilities, and operational areas for cleanliness, safety, and service quality.
- Monitor arrivals, departures, VIP guests, group movements, special requests, room availability, and room readiness.
- Coordinate Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other departments.
- Ensure effective shift handovers and communicate unresolved matters to the next Duty Manager or department heads.
Guest satisfaction and service recovery
- Welcome and assist guests professionally and provide personalized service.
- Handle complaints, special requests, and service recovery promptly; follow up on feedback until issues are resolved.
- Maintain positive guest relationships and support memorable guest experiences.
- Ensure VIP, loyalty, and repeat guests receive recognition according to hotel standards.
- Resolve service failures while protecting the hotel's reputation and guest relationships.
Team leadership and coordination
- Guide and support team members and ensure compliance with hotel policies, grooming standards, service procedures, and brand standards.
- Conduct operational briefings when required and communicate important information to relevant teams.
- Assist supervisors with operational challenges and service quality.
- Promote teamwork and effective communication; report significant employee issues to the relevant department head or Human Resources.
Safety, security, and emergencies
- Ensure the safety and security of guests, employees, visitors, and hotel property during the shift.
- Respond to emergencies, accidents, incidents, fire alarms, medical situations, and security concerns.
- Coordinate emergency response with Security, Engineering, and relevant departments according to hotel procedures.
- Prepare incident reports and notify management of significant incidents.
- Follow emergency, occupational health and safety, hotel security, and data protection requirements.
Financial and operational control
- Monitor Front Office operations, cashiering, and guest billing for compliance with financial controls.
- Resolve billing discrepancies, payment issues, and other financial concerns within assigned authority.
- Monitor expenses, encourage responsible resource use, and ensure authorization and documentation for refunds, rebates, allowances, and service recovery expenses.
- Identify operational inefficiencies and recommend improvements.
Quality assurance and reporting
- Maintain hotel service standards, SOPs, and applicable Accor brand standards; conduct inspections and follow up on deficiencies.
- Monitor cleanliness, maintenance conditions, and service delivery throughout the hotel.
- Support internal and external audits, quality inspections, and guest satisfaction improvement initiatives.
- Maintain the Duty Manager logbook, shift reports, and incident reports, including guest complaints, service recovery, and outstanding follow-ups.
- Communicate unresolved matters to relevant managers and provide operational updates to hotel management when required.
- Perform other duties assigned by Hotel Management.
Qualifications
- A Diploma or bachelor's degree in Hospitality Management, Hotel Management, or a related field is preferred.
- At least 2–3 years of hotel operations experience, preferably in Front Office or a supervisory position.
- Experience in an international hotel chain is an advantage.
- Good knowledge of Front Office operations, guest service standards, and hotel operating procedures.
- Strong written and spoken English communication skills.
- Leadership, problem-solving, decision-making, interpersonal, coordination, and conflict-resolution skills.
- Able to handle complaints, emergencies, and challenging situations calmly; able to work independently within assigned authority.
- Willing to work flexible shifts, including nights, weekends, and public holidays.
Work setting
- The duties involve in-person work across hotel guest, public, and operational areas.
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