Job Description

Job Advert Summary

The Duty Manager acts as the key representative of the management team during their shift, ensuring the highest levels of guest satisfaction while maintaining smooth hotel operations. This position combines guest relations responsibilities with operational oversight, requiring strong leadership, problem-solving skills, and a genuine passion for hospitality.

Minimum Requirements

Diploma/Degree in Hospitality Management or equivalent. Minimum 2-3 years' experience in a Front Office or Guest Relations supervisory/managerial role. Proven experience in handling guest complaints and managing hotel operations. Excellent communication, interpersonal, and leadership skills. Strong problem-solving abilities with a guest-first mindset. Ability to remain calm under pressure and make quick, effective decisions. Proficiency in hotel property management systems (PMS) and MS Office Suite. High attention to detail, professionalism, and grooming standards. Guest-oriented and service-driven. Confident, approachable, and empathetic. Flexible to work shifts, weekends, and public holidays. Team player with the ability to inspire and lead by example. Guest satisfaction and feedback scores. Effective handling and resolution of guest complaints. Smooth daily operations during assigned shifts. Adherence to brand standards and hotel procedures.

Duties and Responsibilities

Guest Relations

Welcome and assist guests throughout their stay, ensuring exceptional and personalized service. Handle guest complaints, requests, and feedback promptly and professionally, turning challenges into positive experiences. Build strong guest relationships to encourage repeat business and loyalty. Coordinate with other departments to ensure guest needs are met seamlessly. Monitor VIP, long-stay, and special request guests to ensure preferences are anticipated and delivered.

Duty Management

Act as Manager on Duty, overseeing hotel operations in the absence of senior management. Ensure adherence to hotel policies, procedures, health, and safety standards. Respond to emergencies, incidents, or operational issues effectively and decisively. Conduct property inspections to ensure cleanliness, safety, and service standards are maintained. Prepare shift handover reports and communicate important information to management. Ensure staff notice boards in the canteen is updated. Update shifts for Fire Wardens and First Aiders * Staff transport list to be submitted to transport company daily