Role Overview

The Duty Manager oversees hotel operations during their shift, acting as the manager on duty to ensure smooth workflows and exceptional guest service. They address guest concerns, support staff across all departments, and resolve any operational challenges. The Duty Manager is a key leader who ensures the hotel operates seamlessly in the absence of senior management.

Detailed Responsibilities

1. Overseeing Daily Operations

The Duty Manager monitors and supports all hotel operations during their shift, ensuring all departments function efficiently.

• Supervises daily operations across departments such as Front Office, Housekeeping, and F&B.
• Conducts property walkthroughs to ensure standards of cleanliness, maintenance, and service.
• Addresses operational issues and coordinates with department heads for resolution.

2. Guest Relations and Service Recovery

The Duty Manager serves as a point of contact for guest inquiries, complaints, and special requests, ensuring their concerns are addressed promptly.

• Handles guest complaints with empathy and professionalism, ensuring service recovery.
• Meets with VIP guests and manages special requests to ensure personalized experiences.
• Provides detailed follow-ups with guests after resolving concerns to ensure satisfaction.

3. Supporting and Supervising Staff

The Duty Manager provides leadership and support to staff across departments, ensuring they have the resources needed to perform effectively.

• Assists staff during peak times to manage workloads and maintain service levels.
• Conducts briefings with team members to communicate updates, expectations, and policies.
• Monitors staff performance and provides on-the-spot coaching to address challenges.

4. Emergency Response and Crisis Management

As the on-site leader, the Duty Manager is responsible for handling emergencies and ensuring the safety of guests and staff.

• Coordinates responses to emergencies such as medical incidents, power outages, or security threats.
• Ensures compliance with emergency protocols, including evacuation and safety measures.
• Documents incidents thoroughly and communicates with senior management as needed.

5. Communication and Reporting

The Duty Manager acts as a bridge between staff, guests, and senior management, ensuring clear and consistent communication.

• Updates senior management on operational challenges and significant incidents.
• Communicates guest feedback to relevant departments to improve service delivery.
• Prepares detailed shift reports, highlighting key events and recommendations for improvement.

6. Promoting Hotel Services and Amenities

The Duty Manager ensures that guests are aware of and utilize the hotel’s offerings, enhancing their overall experience and contributing to revenue growth.

• Provides information about hotel amenities, dining options, and local attractions.
• Encourages guests to participate in on-site activities and promotions.
• Supports upselling initiatives by recommending room upgrades and packages.

7. Ensuring Compliance with Standards

The Duty Manager ensures that the hotel adheres to brand standards and regulatory requirements to maintain a safe and high-quality environment.

• Conducts inspections to ensure compliance with health, safety, and hygiene standards.
• Monitors adherence to brand guidelines in service delivery and property presentation.
• Addresses any non-compliance issues promptly to uphold hotel standards.

Impact of the Role

The Duty Manager is essential to maintaining seamless operations and exceptional guest experiences during their shift. Their leadership ensures operational challenges are resolved promptly, and service standards are consistently met.

• Enhances guest satisfaction through proactive service and efficient problem-solving.
• Supports staff by providing guidance and resources during peak periods.
• Maintains the hotel’s reputation by ensuring high standards of safety, service, and operations.

The Duty Manager is a dynamic and versatile leader who ensures the hotel runs smoothly during their shift. By addressing guest needs, supporting staff, and resolving operational challenges, they play a critical role in maintaining the property’s reputation and operational excellence. This role is ideal for individuals with strong leadership skills and the ability to think quickly in high-pressure situations.