Job Description

Job Advert Summary

The Duty Manager plays a pivotal role in ensuring the seamless day-to-day operation of the property. This role is responsible for upholding the hotel's reputation for excellence in service, guest experience, and operational efficiency. Acting as the key representative of management during shifts, the Duty Manager ensures that all guests receive exceptional, personalized service and that departmental teams operate cohesively to deliver the brand promise of

Newmark Hotels & Reserves

Minimum Requirements

Minimum

3 years' management experience

in a luxury hotel or hospitality environment. Strong operational understanding of

front office, guest services, and housekeeping coordination

. Excellent communication and interpersonal skills, with fluency in English (written and verbal). Demonstrated ability to handle guest complaints with empathy and professionalism. Proficient in MS Office (Word, Excel) and property management systems such as

Opera

. Highly organized, detail-oriented, and able to perform effectively under pressure. Leadership qualities that inspire teamwork, accountability, and excellence. Professional, presentable, and committed to maintaining the high standards of the

V&A Hotel

and

Newmark Hotels & Reserves

brand

Duties and Responsibilities

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Operational Management

Oversee the smooth operation of the hotel across all departments during shifts. Ensure that all hotel policies, procedures, and Standard Operating Procedures (SOPs) are strictly followed. Attend and actively participate in daily management briefings. Supervise front office, concierge, porters, and guest services teams to ensure consistent service excellence. Conduct regular property inspections, ensuring that all areas reflect the hotel's five-star standards. Assist with managing guest accounts, open balances, and billing accuracy in line with financial procedures. Maintain efficient communication between departments to ensure smooth and coordinated service delivery.
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Guest Experience & Service Excellence

Act as theprimary point of contact for guests during shifts, maintaining a professional and approachable presence in public areas. Build strong relationships with guests, ensuring satisfaction, retention, and positive feedback. Handle and resolve guest complaints promptly, ensuring all issues are followed up and documented appropriately. Monitor and respond to guest feedback (online and in-house) to drive continuous improvement.
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Team Leadership & Staff Development

Supervise, motivate, and support team members to deliver high standards of service. Coordinate and approve staff rosters to ensure adequate coverage across shifts. Facilitate effective communication between teams and departments through briefings and handovers. Identify training needs and support the implementation of ongoing learning and development initiatives. Coach and mentor team members to achieve professional growth and consistent performance. Address performance issues and disciplinary matters in collaboration with HR and management. Conduct performance appraisals and support HODs in ensuring timely completion for their teams.
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Financial & Administrative Responsibilities

Support the preparation and management of departmental budgets and cost-control measures. Verify payroll and timekeeping records for operational teams. Prepare and submit daily, weekly, and monthly reports as required by management. Participate in forecasting, planning, and other administrative processes to optimize hotel performance.
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Safety, Standards & Compliance

Ensure adherence to all

health, safety, and security protocols

. Conduct regular inspections of guest and staff areas to ensure compliance with safety and brand standards. Respond to emergencies and ensure appropriate follow-up and reporting.
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Other Responsibilities

Represent management in the absence of the General Manager or Front Office Manager. * Perform additional duties as required by management to support operational and strategic objectives