Duty Manager

Roles and Responsibilities

• Overseeing Daily Operations

  • Supervising Staff: The Duty Manager is responsible for managing hotel or resort staff during their shift, including front desk personnel, housekeeping, maintenance, and other departments, ensuring that tasks are performed according to hotel standards.
  • Operational Oversight: Ensuring that all departments are working cohesively and efficiently, coordinating between the front desk, housekeeping, F&B, and maintenance teams to address any operational needs.
  • Monitoring Guest Services: Ensuring that guest services are delivered to the highest standards and addressing any concerns or requests that arise during their shift.

• Guest Relations and Problem Solving

  • Handling Guest Complaints: Addressing guest concerns, complaints, and special requests, ensuring that issues are resolved quickly and effectively. This may involve directly communicating with guests to manage difficult situations and ensure their satisfaction.
  • Ensuring Guest Satisfaction: Monitoring guest feedback, checking in with guests during their stay, and taking proactive measures to enhance their experience. This could include upgrading rooms, offering amenities, or providing additional services.
  • VIP Guest Management: Assisting with special arrangements for VIP guests, ensuring their expectations are met, and addressing any unique needs or requests.

• Managing Emergency Situations

  • Crisis Management: Being the point of contact for handling emergencies such as medical issues, accidents, fires, or other situations that require immediate attention. The Duty Manager must follow safety protocols and manage the response to such incidents.
  • Health and Safety Compliance: Ensuring that all safety regulations and policies are followed, including fire drills, health and safety standards, and security procedures.

• Ensuring Staff Adherence to Standards

  • Staff Performance: Monitoring staff performance during their shift, ensuring that all staff members adhere to company policies and hospitality standards. This may involve training, providing feedback, or coaching employees to improve performance.
  • Scheduling: Creating and managing staff schedules, ensuring appropriate coverage for the entire facility during the shift. This includes addressing any issues related to absenteeism, tardiness, or staffing shortages.

• Financial and Administrative Duties

  • Cash Handling and Billing: Overseeing financial transactions, including guest check-ins and check-outs, and ensuring accurate billing. This also includes ensuring that the cash handling procedures are followed correctly.
  • Monitoring Room Inventory and Reservations: Ensuring that guest rooms are assigned efficiently, managing overbookings, and ensuring room availability for guests while optimizing occupancy.
  • Reporting: Preparing daily operational reports for senior management, including information about occupancy, guest complaints, maintenance issues, and staff performance.

• Coordinating with Other Departments

  • Internal Communication: Maintaining clear communication with other hotel departments (e.g., housekeeping, maintenance, F&B) to ensure a smooth operation and swift response to guest requests.
  • Event Coordination: If applicable, the Duty Manager may also coordinate or oversee events, ensuring that they run smoothly and that guests attending are well taken care of.

• Security and Surveillance

  • Monitoring Security: Ensuring that hotel security measures are in place, including monitoring surveillance cameras, handling any incidents of theft or inappropriate behavior, and ensuring the safety of guests and staff.
  • Managing Lost and Found: Overseeing the handling of lost and found items, ensuring that guest property is returned promptly.

• Ensuring Cleanliness and Maintenance

  • Guestroom and Facility Inspection: Conducting periodic inspections of guest rooms and public areas to ensure cleanliness and quality standards are met. Addressing any maintenance issues or ensuring the maintenance team resolves them promptly.
  • Overseeing Housekeeping: Ensuring that housekeeping staff maintains cleanliness standards and guest rooms are prepared to meet the expectations of guests.

• You'll ensure the accounts are correct and admin processes run smoothly.
• You'll support your colleagues with a winning smile whenever guests check in simultaneously. On top of this, you'll also keep your head above water when there are sudden changes of plan.
• You'll attend to VIP arrivals.
• You'll ensure guests are attended to quickly and any complaints are handled tactfully and diplomatically.
• You'll communicate directly with Sales, Accounting, Housekeeping, and Reservations, providing them with all relevant information.
• You'll be aware of room status and also the competitors' status.
• You'll optimize the occupancy rate and average room rate.

QualificationsYour personality counts more than your CV …

• You've completed a course of training in the hotel business, gained some management experience, and can speak English fluently.
• You can inspire your fellow staff just as you can inspire your guests. You know your way around town and always have tips for enjoying local nightlife.
• You're a doer - and even if you make mistakes, you openly admit it.
• You're not just bringing your abilities, but also your character.