Duty Manager

Be visibly present in the lobby and public areas, proactively engaging with guests and anticipating needs Personally welcome VIPs, dignitaries, and repeat guests, ensuring preferences and special requests are honored Own service recovery for guest complaints, resolving issues swiftly, empathetically, and within brand guidelines Monitor guest feedback channels (in-stay surveys, online reviews) and respond to emerging concerns in real time Conduct regular walkthroughs of guest rooms, public areas, back-of-house, and outlets to ensure cleanliness, maintenance, and brand-standard presentation Act as the central coordination point between Front Office, Housekeeping, F&B, Engineering, and Security during the shift Oversee check-in/check-out flow during peak periods, supporting Front Office colleagues as needed Ensure smooth coordination of group arrivals, events, and VIP movements Supervise, coach, and motivate on-duty colleagues across departments Conduct shift briefings, communicating key arrivals, VIPs, events, and operational priorities Step into a hands-on role during high-volume or short-staffed periods Uphold grooming, etiquette, and service standards consistent with Sofitel brand expectations Serve as the property's senior on-site contact for emergencies (medical, fire, security, or guest incidents) outside of standard management hours Liaise with Security and local authorities as required, ensuring proper incident documentation Prepare detailed shift handover and Duty Manager logbook reports Document and escalate incidents, complaints, and resolutions to relevant department heads Support night audit processes and financial closing procedures where applicable Monitor key operational reports (occupancy, arrivals/departures, VIP lists, events) ahead of each shift