*DUTY MANAGER - HOTEL*
*Department:* Front Office / Operations
*Reports To:* Front Office Manager / Hotel Manager

*A. PRIMARY RESPONSIBILITIES*

*1. Guest Service & Experience*
- Be the face of the hotel during the shift. Greet and interact with guests.
- Handle VIP arrivals, in-house guest complaints, and special requests.
- Ensure 100% guest satisfaction - follow up on feedback and resolve issues on the spot.
- Conduct lobby rounds and room checks for VIPs.

*2. Operations Control*
- Take full charge of hotel operations in absence of HODs / GM.
- Supervise Front Office, Lobby, Concierge, Housekeeping coordination during shift.
- Ensure smooth check-in / check-out process, especially during peak hours.
- Check daily arrivals list, expected departures, and high-risk bookings.

*3. Team Management*
- Briefing & de-briefing of staff at shift start/end.
- Allocate duties to FO associates, lobby boys, concierge.
- Motivate team and ensure grooming, discipline & service standards.

*4. Complaint Handling*
- Handle guest complaints with L.E.A.R.N (Listen, Empathize, Apologize,



Resolve, Notify).
- Log all incidents in the Duty Manager Log Book / Opera system.
- Escalate major incidents to GM/FOM immediately.

*5. Safety & Security*
- Responsible for safety and security of guests and hotel property during shift.
- Coordinate with Security and Engineering for any emergency (fire, medical, power failure).
- Ensure key control and locker control procedures are followed.
- Night audit cross-check (for night duty manager).

*6. Communication*
- Coordination between all departments: F&B;, Housekeeping, Engineering, Security, Sales.
- Read and update log book properly - Handover to next shift Duty Manager.
- Communicate any VIP movements, group arrivals to concerned departments.

*7. Financial & Administrative*
- Check high-balance guests, credit limits, rebates and discounts.
- Approve late check-outs, room moves, paid-outs as per policy.
- Ensure daily checklist and opening/clos

📌 Front office, Duty Manager (Navi Mumbai)
🏢 Navi Mumbai International Airport
📍 Navi Mumbai