About this role
Duty Manager plays a key leadership role in the day-to-day operations of the hotel, acting as the Manager on Duty during assigned shifts. This position ensures that all departments operate efficiently and that guest experiences meet brand standards. The Duty Manager handles guest concerns, supports the operational team, and ensures a safe and smooth environment for both guests and colleagues.
Key Responsibilities:
Act as the Manager on Duty and oversee hotel operations during shifts
Handle and resolve guest complaints and feedback in a professional and timely manner
Coordinate with Front Office, Housekeeping, Engineering, F&B, and Security to ensure seamless operations
Ensure guest satisfaction and provide personalized service in line with hotel standards
Monitor room availability, overbooking, and ensure smooth check-in/check-out processes
Support emergency procedures and uphold safety and security protocols
Supervise front-line colleagues and provide guidance as needed
Review daily reports, handovers, and ensure proper documentation of incidents
Maintain a strong presence in public areas, assisting guests and supporting staff
Report any major incidents or service challenges to senior management
Education & Experience:
Diploma or Bachelor’s Degree in Hospitality Management or related field
Minimum 2–3 years of experience in Front Office or Guest Services roles, preferably with supervisory or managerial responsibilities.
Previous experience as a Duty Manager or Team Leader in an international hotel is a strong advantage.
Skills & Competencies:
Strong leadership and decision-making abilities
Excellent interpersonal and communication skills (verbal & written in English and [local language])
Calm and professional under pressure, with strong conflict-resolution skills
Solid understanding of hotel operations, PMS systems (e.g., Opera), and service standards
Flexible and able to work shifts, weekends, and holidays as needed
High level of integrity, responsibility, and attention to detail
Additional foreign language is an asset.
Other Requirements:
Customer-focused with a proactive approach to guest satisfaction
Energetic, hands-on, and visible leader with a passion for hospitality
Well-groomed and professional appearance