1. JOB PURPOSE To oversee the smooth functioning of hotel operations during the assigned shift, ensuring exceptional guest experiences, operational efficiency, service quality, safety, and compliance with hotel policies and standards. The Duty Manager acts as the management representative on duty, coordinating with all operating departments, resolving guest concerns, managing operational challenges, and ensuring business continuity in the absence of senior management.

2. KEY RESPONSIBILITIES

A. Overall Hotel Operations

- Supervise and coordinate the day-to-day operations of all departments during the assigned shift.
- Act as the management representative on duty and ensure smooth functioning of the hotel in accordance with established standards and procedures.
- Conduct regular operational rounds of the lobby, restaurants, banquet areas, guest floors, back-of-house areas, and other operational spaces.
- Ensure all departments are adequately staffed and operationally prepared to meet guest requirements.
- Monitor service delivery, cleanliness, grooming, ambience, and overall presentation of the property.
- Ensure effective shift handovers, proper communication of pending tasks, and follow-up on unresolved operational matters.
- Coordinate with department heads and on-duty supervisors to address operational issues promptly.

B. Guest Relations & Service Recovery

- Ensure a warm welcome and consistently high standards of guest service throughout the property.
- Personally attend to VIP guests, repeat guests, special occasions, and guests requiring management assistance.
- Handle guest complaints, service failures, and escalated concerns professionally and within an appropriate timeframe.
- Take ownership of guest issues, coordinate corrective action, and ensure closure and follow-up.
- Monitor guest feedback through direct interactions, feedback channels, and online reviews where applicable.
- Empower team members to resolve routine guest concerns within their authority and escalate critical issues appropriately.
- Maintain strong relationships with guests while protecting the hotel's service standards and commercial interests.

C.



Front Office & Rooms Coordination

- Coordinate with Front Office, Housekeeping, Engineering, and Security to ensure smooth guest arrivals, departures, and in-house services.
- Monitor room readiness, room allocation challenges, VIP arrangements, and special guest requests.
- Assist in managing overbooking situations, room discrepancies, late check-outs, early arrivals, and other operational challenges.
- Ensure prompt resolution of guestroom maintenance issues and coordination of alternative arrangements when required.
- Support the Front Office team in managing peak occupancy periods and maintaining service efficiency.

D. Food & Beverage and Banquet Operations

- Monitor the smooth functioning of restaurants, bars, room service, and banquet operations during the assigned shift.
- Coordinate with F&B; and banquet teams to ensure timely service, venue readiness, and adherence to service standards.
- Address escalated guest concerns related to food quality, service delivery, event execution, and special requests.
- Ensure effective coordination between the kitchen, service teams, and event operations.
- Monitor the readiness of restaurants, banquet venues, and other guest-facing facilities.

E. Safety, Security & Emergency Management

- Ensure compliance with hotel safety, security, fire prevention, and emergency response procedures.
- Act as the on-duty coordinator during emergencies, incidents, medical situations, fire alarms, or other critical events.
- Coordinate with Security, Engineering, and relevant emergency services when required.
- Ensure all incidents are reported, documented, investigated as appropriate, and escalated to senior management.
- Monitor compliance with access control, visitor management, key control, and other security protocols.




- Protect the safety and well-being of guests, employees, visitors, and hotel assets.

F. Team Leadership & Staff Management

- Supervise on-duty teams and ensure adherence to hotel policies, grooming standards, discipline, and skilled conduct.
- Conduct shift briefings to communicate occupancy levels, VIP arrivals, events, guest concerns, and operational priorities.
- Motivate employees and promote teamwork, accountability, and a guest-centric service culture.
- Address routine employee concerns and escalate disciplinary or employee relations matters to the appropriate department.
- Identify training needs and provide on-the-job coaching to improve employee performance.
- Ensure adequate coordination and manpower deployment during peak operational periods.

G. Financial & Operational Controls

- Monitor operational expenses, wastage, and resource utilization during the assigned shift.
- Ensure compliance with billing, cash handling, payment authorization, credit, and revenue protection procedures.
- Verify that appropriate controls are followed for discounts, complimentary services, refunds, and billing adjustments within delegated authority.
- Monitor unusual transactions, discrepancies, and potential revenue leakages, escalating them to the relevant department head.
- Ensure hotel assets, equipment, and operating supplies are handled responsibly.
- Review relevant shift reports, occupancy information, and operational updates as required.

H. Administration & Reporting

- Maintain the Duty Manager's logbook with details of guest complaints, incidents, VIP movements, operational issues, and pending actions.
- Prepare and submit shift reports and incident reports accurately and within stipulated timelines.
- Ensure proper handover of unresolved matters to the incoming Duty Manager or concerned department head.
- Communicate important operational developments to senior management promptly.
- Follow up on corrective actions to ensure timely closure.
- Ensure compliance with hotel SOPs, brand standards, statutory requirements, and internal policies.

📌 Urgent Required || Duty Manager - Andheri (Mumbai)
🏢 Decon Management Services
📍 Mumbai