- Thet Duty Manager is responsible for overseeing all hotel operations during the shift, ensuring seamless service delivery, guest satisfaction, and the safety and security of the property.
- As the senior manager on duty overnight, the role requires strong leadership, sound decision-making, and the ability to handle operational, financial, and guest-related matters independently.
Key Responsibilities
Night Operations Management:
- Supervise all hotel departments (Front Office, Housekeeping, Security, Engineering, Audit)
- Ensure smooth check-in and check-out processes, including late arrivals and early departures
- Monitor room status, occupancy levels, and special guest requests
- Maintain operational continuity and service standards
Guest Experience & Issue Resolution:
- Act as the primary point of contact for guest concerns and emergencies
- Handle complaints promptly and professionally to ensure guest satisfaction
- Manage VIP arrivals/departures and ensure personalized service delivery
- Maintain a visible presence in guest areas to enhance service experience
Financial & Night Audit Oversight:
- Supervise and verify audit processes, including daily revenue reconciliation
- Ensure accuracy of billing, postings, and financial reports
- Review and approve adjustments, rebates, and corrections
- Prepare and submit end-of-day reports for management review
Safety, Security & Risk Management:
- Oversee hotel security operations and ensure guest and staff safety
- Conduct routine inspections of the property during the shift
- Respond to emergencies (medical, fire, security incidents) in line with protocols
- Ensure compliance with health, safety, and regulatory standards
Team Leadership & Supervision:
- Lead and support shift staff across departments
- Allocate duties and ensure accountability and performance standards are met
- Provide guidance, coaching, and on-the-job support
- Ensure proper staff handover between shifts
Reporting & Communication:
- Prepare operational reports highlighting key incidents, occupancy, and performance
- Communicate relevant updates to management and department heads
- Maintain accurate records of guest issues, incidents, and actions taken
Facility & Asset Monitoring:
- Monitor the condition of hotel facilities and report maintenance issues
- Coordinate with Engineering for urgent repairs
- Ensure cleanliness and presentation standards are maintained overnight
Key Performance Indicators (KPIs)
- Guest satisfaction and issue resolution time
- Accuracy of night audit and financial reports
- Compliance with safety and security procedures
- Efficiency of overnight operations
- Staff performance and teamwork during shift.
Requirements & Qualifications
Education:
- Diploma or bachelor's degree in hospitality management, Business Administration, or related field
- 5 - 15 years of experience in hotel operations, preferably in Front Office or Duty Management
- Prior supervisory or duty manager experience is highly preferred
- Experience in audit processes is an advantage
- Strong leadership and decision-making skills
- Excellent problem-solving and conflict resolution ability
- Good financial and numerical skills (for audit and reporting)
- Strong communication and interpersonal skills
- Ability to work independently with minimal supervision
- Attention to detail and high level of responsibility
- Calm under pressure and highly dependable
- Professional and service-oriented mindset
- Alert, proactive, and detail-focused
- High integrity and accountability.