Duty Manager

Position Summary:
The Duty Manager is responsible for overseeing daily hotel operations, ensuring smooth coordination between departments, and providing exceptional guest service. This role involves handling guest inquiries and complaints, supervising front office activities, and ensuring compliance with hotel policies. The Duty Manager serves as the point of contact for operational decisions in the absence of senior management.

Candidate Profile
Education & Experience:

• 5-7 years of experience in hotel operations, front office, or a related professional area.
• Hospitality management experience is highly desirable.
• A degree in Hospitality, Business Administration, or a related field is preferred.

Key Responsibilities:

Overseeing Daily Operations:

• Manages hotel operations to ensure smooth and efficient functionality.
• Supervises front desk, housekeeping, security, and food & beverage teams.
• Ensures compliance with hotel policies, standards, and procedures.
• Monitors hotel premises for safety and security, coordinating with relevant departments.

Guest Relations and Service Excellence:

• Assists guests with check-in and check-out procedures, ensuring a seamless experience.
• Handles guest inquiries, concerns, and complaints promptly and professionally.
• Provides information regarding hotel services, facilities, and local attractions.
• Monitors guest satisfaction and implements necessary improvements.

Financial and Administrative Responsibilities:

• Reviews and ensures accuracy of daily financial transactions.
• Resolves billing discrepancies and coordinates with relevant departments.
• Prepares reports on guest satisfaction, occupancy, and daily operations.
• Ensures proper handling of cash, credit transactions, and financial controls.

Policy Compliance and SOP Adherence:

• Ensures adherence to security, health, and safety protocols.
• Monitors compliance with credit policies to minimize financial risks.
• Implements and enforces customer recognition programs.
• Maintains hotel records and ensures data accuracy.

Additional Responsibilities:

• Acts as the primary point of contact for operational issues in the absence of senior management.
• Provides information to colleagues and guests in person, via phone, or email.
• Analyzes and evaluates operational challenges to optimize efficiency.
• Communicates critical information to senior management and executives.
• Assists with emergency situations, coordinating with relevant departments.
• Participates in department meetings and training sessions.

This role is crucial for maintaining seamless hotel operations, enhancing guest experiences, and ensuring compliance with hotel policies and standards.