Position Summary


The Duty Manager oversees daily hotel operations during assigned shifts, ensuring seamless functioning across departments. The role acts as the primary point of contact for guests, manages escalations, supervises on -duty teams, and maintains service, safety, and operational standards in the absence of senior leadership.

Key Responsibilities


Guest Services & Experience


- Act as the primary contact for guest concerns, escalations, and service recovery

- Manage VIP arrivals, long -stay guests, and special requests

- Monitor daily guest feedback and ensure service satisfaction.

- Maintain a visible presence in lobby and public areas during peak periods

Operational Supervision

- Oversee front office functions including front desk, concierge, bell desk, transportation, and telephones

- Coordinate with Housekeeping, Engineering, F&B;, Security, and other departments

- Conduct lobby checks, room inspections, and safety rounds

- Ensure smooth check -in, check -out, room allocation, and billing accuracy

Crisis Management & Safety

- Lead emergency response during the shift

- Handle fire alarms, medical incidents, guest disturbances, and security issues

- Ensure compliance with safety,



security, and emergency procedures

- Maintain incident logs and escalate issues to senior management

Leadership & Staff Management

- Supervise front office associates and shift leaders

- Conduct shift briefings and allocate duties

- Ensure grooming standards, SOP adherence, and smooth shift handovers

Financial, Quality & Reporting

- Oversee cash handling, billing disputes, refunds, and credit approvals

- Support room revenue initiatives including upgrades and upselling

- Monitor overbooking, walk -ins, and reservation challenges

- Inspect rooms, lobby areas, and guest facilities for quality compliance

- Prepare daily Duty Manager reports with incidents and operational notes