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/closing procedures are followed.

B. KEY RULES FOR DUTY MANAGER

- Never leave the lobby unattended during your shift.
- Always be in well-groomed uniform with name badge.
- Mobile phone on silent - use only for hotel operations.
- Log every incident/complaint - no verbal handovers.
- Do not argue with guest - always empathize first.
- Be available on wireless/radio all the time.
- Maintain confidentiality of guest information.
- Conduct at least 3 lobby rounds per shift.

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