Duty Manager

I. Position Overview

The Duty Manager is responsible for overseeing hotel operations during assigned shifts, ensuring guest satisfaction, maintaining service standards, and supporting smooth coordination among departments. This role serves as the key point of contact for guests and staff in the absence of senior management, handling issues efficiently and upholding the hotel’s professional image.

II. Key Responsibilities

Operations Oversight

Supervise day-to-day operations across key departments (Front Office, Housekeeping, F&B, etc.) during assigned shifts

Monitor staff performance and ensure service standards are met

Coordinate with departments to resolve guest concerns and operational issues promptly

Ensure hotel policies, procedures, and safety standards are followed

Guest Relations & Service Quality

Act as the main contact for guest inquiries, requests, and complaints during duty hours

Handle VIP arrivals, guest check-ins/outs, and special requests

Ensure a high level of personalized service and a smooth guest experience

Monitor and respond to guest feedback in real time

Crisis & Incident Management

Handle emergency situations professionally and follow proper procedures

Ensure timely communication and reporting of any incidents to senior management

Maintain detailed duty logs for smooth handovers and record-keeping

Team Support & Coordination

Support and guide frontline staff to maintain performance and morale

Report any staffing or operational concerns to department heads or senior management

Assist with staff shift changes and task assignments when needed

Administrative & Reporting

Prepare daily shift reports, including guest feedback, incidents, and operational notes

Monitor occupancy, VIP arrivals, and special events impacting operations

Support the front office with administrative tasks when required