Duty Manager

Role purpose

Guest experience and daily operations

• Provide hands-on guidance to departments and maintain service standards across guest-contact areas.
• Maintain the appearance and functionality of public spaces and guest amenities, including the pool, lobby, grounds, and terrace.
• Respond promptly and empathetically to guest concerns, follow up, and provide appropriate compensation when needed.
• Own defects that harm guest experience and work with hotel leadership to prevent recurrence.
• Oversee pool-area, security, and entertainment activities as applicable to the hotel.
• Collect and review guest feedback to improve satisfaction and identify useful resources, events, and amenities.
• Explore new sales opportunities and revenue streams and contribute to hotel guest entertainment programs.

Leadership and coordination

• Lead the Guest Services Team, model expected conduct, and support process efficiency and positive guest outcomes.
• Maintain the Manager on Duty program and scheduling to provide leadership coverage and timely response to guest requests around the clock.
• Coordinate communication and operating processes across resort departments and work toward wider hotel objectives.
• Update hotel leadership on operational issues and guest concerns; deliver team pre-shifts with relevant information and priorities.
• Empower team members to resolve guest issues and provide teams with tools and training for service and career development.

Safety, security, and resources

• Develop and monitor protocols for cleanliness, health, liability, lost and found, safety, and security.
• Ensure risk assessments and safe working procedures are in place, reviewed, monitored, and communicated; investigate incidents and take corrective action.
• Coordinate hotel safety and security activities and act as incident controller during protection, support, and recovery.
• Manage department resources and costs within agreed budgets and ensure adequate day and night leadership coverage.

Qualifications and experience

• Bachelor’s degree in a related field or equivalent experience required.
• Two to four years of management experience or progressive growth in a customer-service-oriented role.
• Theme park or hotel/resort operations experience is preferred.
• Experience managing direct reports and a track record of motivating teams to deliver excellent guest service.
• Knowledge of safety and security procedures related to health, liability, loss prevention, and incident reporting is essential.
• Proficiency with Microsoft Word, Excel, and PowerPoint.

Skills and decision-making

• Advanced interpersonal and guest communication skills.
• Strong troubleshooting and problem-resolution skills, including difficult guest situations.
• Able to make decisions on appropriate compensation and recommend improvements to guest experience and operations.
• Able to work independently and as part of a team on projects and initiatives.
• Understand budgets, key performance indicators, and resource use.

Duty coverage

• The Manager on Duty program provides leadership coverage and timely follow-up to guest requests and concerns around the clock.
• The role serves as Manager on Duty and rotates as the main reliever for the Night Manager.