Duty Manager

Job Summary

• The 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

Experience:

• 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

Core Competencies:

• 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 a high level of responsibility

Personal Attributes:

• Calm under pressure and highly dependable
• Professional and service-oriented mindset
• Alert, proactive, and detail-focused
• High integrity and accountability.