Duty Manager

The purpose of this role is to ensure the well-being of all guests during their time at the hotel, maintain a high level of host presence throughout and always ensure the overall smooth running of the hotel when on duty.

Key Responsibilities:

1. Guest Services Management:

   • Provide exceptional guest service by promptly addressing inquiries, complaints, and special requests.
   • Monitor guest satisfaction, ensure that guest concerns are resolved in a timely manner, and follow up to guarantee satisfaction.
   • Ensure that all guest touchpoints maintain a 4-star standard of hospitality.

2. Operational Oversight:

   • Oversee daily hotel operations, ensuring the efficient functioning of all departments (Front Desk, Housekeeping, Food & Beverage, Maintenance, etc.).
   • Coordinate with department heads to ensure seamless communication and service delivery.
   • Monitor guest check-ins/check-outs and assist with the check-in/check-out process when necessary.

3. Staff Supervision & Development:

   • Supervise and lead a team of hotel staff, ensuring adherence to hotel policies, procedures, and performance standards.
   • Offer support and guidance to team members during their shifts, fostering a positive and collaborative work environment.
   • Assist with training new staff members, providing them with the necessary tools and knowledge to perform their roles effectively.

4. Security & Safety:

   • Ensure that all safety protocols and emergency procedures are followed.
   • Take responsibility for the security of the hotel premises and the safety of guests and staff during the shift.
   • Handle any emergencies or incidents in accordance with hotel procedures.

5. Administrative Duties:

   • Maintain accurate records of daily operations, guest interactions, and any incidents or maintenance issues.
   • Prepare shift reports for management, including guest feedback, operational updates, and areas for improvement.
   • Assist in managing inventory and resources for guest services.

6. Financial Responsibilities:

   • Assist in monitoring the budget and operational expenses, ensuring cost-effective service delivery.
   • Handle cash and credit transactions when necessary, ensuring accuracy and adherence to financial policies.

7. Guest Experience & Problem Resolution:

   • Handle any escalated guest complaints or concerns and resolve them effectively to ensure guest satisfaction.
   • Ensure that the hotel maintains its 4-star reputation by going above and beyond to deliver superior service.

8. Shift Handover:

   • Ensure a smooth shift handover to the incoming Duty Manager by providing detailed updates on guest feedback, operational issues, and departmental statuses.

Qualifications:

• A degree or diploma in Hospitality Management, Business Administration, or a related field is preferred.
• Minimum of 1-2 years of experience in a similar role in the hospitality industry (preferably in a 4-star or higher hotel).
• Strong communication and interpersonal skills.
• Ability to lead and motivate a team.
• Excellent problem-solving and conflict resolution skills.
• Proficiency in hotel management software and Microsoft Office Suite.
• Exceptional attention to detail and organizational skills.
• Ability to work under pressure in a fast-paced environment.