Duty Manager

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OtherDuty Manager

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Quick Summary

Overview

Key Responsibilities Oversee the daily operations of the Front Office, including Reception, Concierge, Bell Desk, Guest Services, and related areas.

Technical Tools

OtherDuty Manager

Responsibilities

~2 min read

→ Oversee the daily operations of the Front Office, including Reception, Concierge, Bell Desk, Guest Services, and related areas.
→ Ensure smooth check-in and check-out procedures and maintain high service standards.
→ Welcome VIPs, repeat guests, and special guests and ensure their requirements are properly coordinated.
→ Monitor guest satisfaction and proactively address guest complaints and concerns.
→ Handle escalated guest issues professionally and ensure timely resolution.
→ Act as the Manager on Duty and take responsibility for overall resort operations during the assigned shift.
→ Coordinate closely with Housekeeping, F&B, Engineering, Security, Finance, and other departments.
→ Monitor room status, arrivals, departures, room allocations, and special requests.
→ Ensure all Front Office procedures, cash-handling procedures, and hotel policies are strictly followed.
→ Review and monitor daily reports, logs, handovers, and operational records.
→ Ensure accurate billing and proper handling of guest accounts in coordination with the relevant departments.
→ Monitor Front Office staffing, attendance, grooming, and performance during the shift.
→ Conduct shift briefings and ensure important information is communicated effectively to the team.
→ Coach, guide, and support Front Office colleagues to maintain service excellence.
→ Assist with training and development of Front Office team members.
→ Ensure all guest requests and follow-ups are properly recorded and completed.
→ Manage emergency situations and coordinate with Security and other relevant departments when required.
→ Ensure compliance with health, safety, security, and emergency procedures.
→ Maintain confidentiality of guest and hotel information.
→ Prepare and submit relevant reports and ensure proper shift handover.
→ Identify operational challenges and recommend improvements to the Front Office Manager.
→ Perform any other duties and responsibilities assigned by the management.

Maintain a warm, professional, and personalized approach with all guests.
Ensure guest feedback is acknowledged and acted upon promptly.
Follow up with guests after resolving complaints to ensure satisfaction.
Promote hotel/resort facilities, services, and activities where appropriate.
Maintain strong relationships with repeat guests and VIPs.

Requirements

~1 min read

Diploma or Bachelor's degree in Hotel Management, Hospitality, or a related field.
Minimum 2–3 years of Front Office experience, preferably in a luxury hotel or resort.
Previous experience in a supervisory or Duty Manager role is preferred.
Strong knowledge of Front Office operations and hotel PMS systems.
Excellent communication and interpersonal skills.
Strong problem-solving and decision-making abilities.
Ability to work independently and remain calm under pressure.
Strong leadership and team-management skills.
Guest-oriented with excellent attention to detail.
Flexible to work shifts, weekends, and public holidays.