Duty Manager plays a key leadership role in the day-to-day operations of the hotel, acting as the Manager on Duty during assigned shifts. This position ensures that all departments operate efficiently and that guest experiences meet brand standards. The Duty Manager handles guest concerns, supports the operational team, and ensures a safe and smooth environment for both guests and colleagues.
Key Responsibilities:
Act as the Manager on Duty and oversee hotel operations during shifts
Handle and resolve guest complaints and feedback in a professional and timely manner
Coordinate with Front Office, Housekeeping, Engineering, F&B, and Security to ensure seamless operations
Ensure guest satisfaction and provide personalized service in line with hotel standards
Monitor room availability, overbooking, and ensure smooth check-in/check-out processes
Support emergency procedures and uphold safety and security protocols
Supervise front-line colleagues and provide guidance as needed
Review daily reports, handovers, and ensure proper documentation of incidents
Maintain a strong presence in public areas, assisting guests and supporting staff
Report any major incidents or service challenges to senior management
Diploma in Tourism / Hospitality Management
Minimum 2 years of relevant experience in a similar capacity
Excellent reading, writing and oral proficiency in English language
