Duty Manager

Job Description – Duty Manager (Front Office) Position Title: Duty Manager Department: Front Office Reports To: Front Office Manager / Rooms Division Manager Position Summary: The Duty Manager serves as the hotel's representative during assigned shifts, ensuring seamless hotel operations, exceptional guest service, and effective coordination among departments. The role focuses on guest satisfaction, complaint resolution, operational efficiency, and maintaining brand standards while supporting the Front Office team. Key Responsibilities: Guest Service & Experience Ensure exceptional guest experiences throughout the guest journey.

Personally welcome VIPs, repeat guests, and special arrivals. Handle guest complaints, service recovery, and escalations promptly. Monitor guest feedback and take corrective actions where required.

Ensure adherence to luxury hospitality and service standards. Front Office Operations Supervise Front Desk, Concierge, Bell Desk, and Guest Relations operations during the shift. Ensure smooth check-in and check-out procedures.

Monitor room inventory, room allocations, and room status. Review daily arrivals, departures, and VIP movements. Ensure proper handling of cash, billing, and guest accounts.

Team Leadership Lead and motivate Front Office associates during shifts. Conduct shift briefings and communicate operational priorities. Coach team members on service excellence and guest engagement.

Assist in training and development of Front Office staff. Operational Coordination Coordinate with Housekeeping, Engineering, Security, and Food & Beverage teams. Ensure timely resolution of maintenance and operational issues.

Monitor occupancy levels and support revenue optimization initiatives. Ensure compliance with hotel policies, safety procedures, and statutory requirements. Safety & Security Act as the primary point of contact during emergencies.

Respond to guest incidents, medical emergencies, and security concerns. Ensure adherence to fire, health, and safety regulations. Maintain incident reports and shift records.

Administration & Reporting Prepare daily shift reports and handover notes. Monitor guest satisfaction scores and service recovery cases. Maintain accurate records of incidents, guest requests, and operational issues.

Assist in preparing operational reports as required. Qualifications & Experience Bachelor's Degree or Diploma in Hotel Management. Minimum 4–6 years of experience in Front Office Operations.

At least 1–2 years of supervisory experience in a luxury or upscale hotel. Strong knowledge of PMS systems (Opera, IDS, Fidelio, etc.). Excellent communication and interpersonal skills.

Competencies Guest Centricity Leadership & Team Management Problem Solving & Decision Making Conflict Resolution Attention to Detail Crisis Management Professional Grooming & Etiquette Strong Communication Skills Key Performance Indicators (KPIs) Guest Satisfaction Scores (GSS) Complaint Resolution Time Check-in/Check-out Efficiency Front Office Audit Compliance Team Engagement & Productivity VIP Guest Feedback Service Recovery Effectiveness