Job description

Job Summary

The Duty Manager ensures the overall functioning of the hotel during specific shifts, ensuring the smooth operation of all departments and addressing any issues or emergencies that may arise. They are responsible for managing staff, handling guest inquiries and complaints, and ensuring compliance with hotel policies and procedures. Additionally, Duty Managers supervise the front office, housekeeping, security, and maintenance teams, providing guidance and support to ensure guest satisfaction and safety. They also play a key role in coordinating with other departments, such as food and beverage, to ensure seamless guest experiences and efficient operations throughout the hotel. Ultimately, Duty Managers strive to maintain high standards of service and hospitality while maximizing revenue and minimizing disruptions during their assigned shifts.

Supervise and manage the overall operations of the hotel during assigned shifts, ensuring smooth and efficient functioning of all departments.

Act as the point of contact for guests, handling inquiries, requests, and complaints promptly and professionally to ensure guest satisfaction.

Coordinate and oversee the work of front office, housekeeping, security, and maintenance staff, providing guidance, support, and direction as needed.

Ensure compliance with hotel policies, procedures, and safety standards, conducting regular inspections and audits to maintain quality and consistency.

Manage room inventory and occupancy levels, making adjustments as necessary to maximize revenue and optimize guest satisfaction.

Respond to emergencies, incidents, and security concerns, taking appropriate action to ensure the safety and well-being of guests and staff.

Coordinate with other departments, such as food and beverage, sales and marketing, and finance, to ensure seamless communication and collaboration in delivering exceptional guest experiences.

Handle administrative tasks, such as preparing reports, updating records, and managing shift schedules, to support efficient hotel operations.

Train and mentor staff, conducting regular performance evaluations and providing feedback to foster a culture of excellence and continuous improvement.

Act as a role model and ambassador for the hotel, upholding its reputation and values while striving to exceed guest expectations and enhance the overall guest experience.

• Check billing instructions and monitors guest credit
• Analyse and approve discounts and rebates.
• Analyse the rate variance report to ensure rooms revenue control.
• Provide input into the development and implementation of the department’s policies, systems, processes and procedures, identifying potential areas of improvement, to support an efficient and effective operation.
• Ensure compliance with all relevant HSE&E and QM policies, procedures and controls across the department to guarantee employee safety, legislative compliance, delivery of high quality service standards and a responsible environmental attitude.

In-depth knowledge of hotel operations, including front office procedures, housekeeping standards, safety protocols, and guest service principles.

Strong leadership and management skills to effectively supervise and coordinate the work of multiple departments and staff members during assigned shifts.

Excellent communication and interpersonal skills to interact with guests, colleagues, and other stakeholders in a professional and courteous manner.

Problem-solving abilities to quickly address and resolve issues, emergencies, and guest concerns while maintaining composure and professionalism.

Attention to detail and organizational skills to manage multiple tasks, prioritize responsibilities, and ensure the smooth operation of the hotel during busy or challenging periods.

ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Minimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plus