Job Description

Job Advert Summary

The Duty Manager plays a vital role in creating a welcoming and memorable experience for guests by ensuring seamless operations at the Front Office. As the first and last point of contact for many guests, the Duty Manager must maintain a high standard of service, professionalism, and efficiency across all shifts, supporting the Front Office team and contributing to overall guest satisfaction.

Minimum Requirements

Strong leadership and team management skills Proficient in staff scheduling and recruitment Sound understanding of budgeting and financial processes Excellent guest relations and conflict resolution abilities Strong verbal and written communication skills Outstanding time management and multitasking capabilities Proficient in Microsoft Office (Excel, Word) Confident decision-maker and proactive problem solver Ability to maintain composure in a fast-paced environment Commitment to high service standards and continuous improvement

Duties and Responsibilities

Supervise Front Office operations to ensure smooth and efficient service delivery. Oversee and manage the duty roster for Receptionists, Concierge, and Porters. Assist with VIP guest arrivals and departures in the absence of Guest Relations Officers. Monitor cleanliness and presentation of the lobby and public areas. Ensure Front Office staff maintain proper grooming, uniform standards, and professional behavior. Verify guest registration details and ensure all required information is accurately recorded. Coordinate the delivery of guest messages, faxes, and other communications. Provide guidance to Night Reception during high occupancy periods (e.g., walk-ins and room block releases due to no-shows). Assist with technical issues such as room lock malfunctions. Prepare for VIP arrivals and personally escort guests to their rooms when necessary. Liaise with other hotel departments to ensure coordinated service delivery. Operate front office systems and provide support to Front Office team members as needed. Monitor group check-ins and FIT (Free Independent Traveller) arrangements; ensure wake-up calls are scheduled. Handle guest complaints and log incidents in the Assistant Manager's logbook. Provide operational support to Reception, Business Centre, Cashier, Concierge, and Bell Desk during peak hours. Respond to guest inquiries, resolve issues, and ensure guest needs are met promptly and professionally. Authorize financial adjustments such as allowances, rebates, late check-out charges, and complimentary offers. Maintain good public relations with guests and visitors. Promote a positive team culture through staff motivation and effective communication. Adhere to and enforce hotel policies, including those related to lost and found and guest property. Conduct credit checks and liaise with the Credit Manager as needed. Assume responsibility for Front Office operations in the absence of the Front Office Manager. Ensure clear handover communication between shifts and follow up on unresolved issues. Approve and manage work schedules for Front Office team members. * Monitor and maintain appearance, conduct, and service standards among Front Office staff in collaboration with the Front Office Manager and Assistant Front Office Manager.