Duty Manager / Senior Duty Manager

Job Description

• Assist Front Office Manager /Assistant Front Office Manager on general supervision of the Front Office.
• Conduct daily briefings to ensure staff are updated on occupancy, events and special instructions.
• Handle guest complaints, feedback and special requests effectively ensuring guest satisfaction and service recovery
• Oversees proper cash handling, billing and credit procedures.
• Ensure adherence to hotel policies, brand standards and operating procedures.
• Ensure all guests, especially VIPs and long staying guests received personalized attention.
• Conduct regular hotel rounds to inspect public areas, guest floors and back of house to ensure cleanliness, safety and service standards.
• Report and document any incidents/ accidents or any occurrence in the Duty Manager Log.
• Coach and support team members in handling challenging situations and guest issues.
• Cooperating and responding to requests or queries from Head Office Personnel in a timely basis.
• Serve as the hotel’s emergency contact during assigned shifts, coordinating responses to incidents such as fire alarm, medical emergencies and guest disputes.

Requirements

• Diploma or equivalent in Tourism or Hospitality Management
• At least 3 years of relevant experience in a similar front office role
• Relevant Knowledge of Opera system
• Proficiency in Microsoft Office applications to manage administrative tasks
• Ability to perform shift duties including nights, weekends, and public holidays to ensure continuous front office coverage
• Excellent time management and problem-solving skills
• Excellent communication and interpersonal skills