Duty Manager

Job Summary The Duty Manager is responsible for overseeing all hotel operations during the shift, ensuring seamless service delivery, guest satisfaction, and the safety and security of the property. As the senior manager on duty overnight, the role requires strong leadership, sound decision-making, and the ability to handle operational, financial, and guest-related matters independently. Key Responsibilities Night Operations Management: Supervise all hotel departments (Front Office, Housekeeping, Security, Engineering, Audit) Ensure smooth check-in and check-out processes, including late arrivals and early departures Monitor room status, occupancy levels, and special guest requests Maintain operational continuity and service standards Guest Experience & Issue Resolution: Act as the primary point of contact for guest concerns and emergencies Handle complaints promptly and professionally to ensure guest satisfaction Manage VIP arrivals/departures and ensure personalized service delivery Maintain a visible presence in guest areas to enhance service experience Financial & Night Audit Oversight: Supervise and verify audit processes, including daily revenue reconciliation Ensure accuracy of billing, postings, and financial reports Review and approve adjustments, rebates, and corrections Prepare and submit end-of-day reports for management review Safety, Security & Risk Management: Oversee hotel security operations and ensure guest and staff safety Conduct routine inspections of the property during the shift Respond to emergencies (medical, fire, security incidents) in line with protocols Ensure compliance with health, safety, and regulatory standards Team Leadership & Supervision: Lead and support shift staff across departments Allocate duties and ensure accountability and performance standards are met Provide guidance, coaching, and on-the-job support Ensure proper staff handover between shifts Reporting & Communication: Prepare operational reports highlighting key incidents, occupancy, and performance Communicate relevant updates to management and department heads Maintain accurate records of guest issues, incidents, and actions taken Facility & Asset Monitoring: Monitor the condition of hotel facilities and report maintenance issues Coordinate with Engineering for urgent repairs Ensure cleanliness and presentation standards are maintained overnight Key Performance Indicators (KPIs): Guest satisfaction and issue resolution time Accuracy of night audit and financial reports Compliance with safety and security procedures Efficiency of overnight operations Staff performance and teamwork during shift Requirements & Qualifications Education Diploma or Bachelor's Degree in hospitality management, Business Administration, or related field Experience: 5 - 15 years of experience in hotel operations, preferably in Front Office or Duty Management Prior supervisory or duty manager experience is highly preferred Experience in audit processes is an advantage Core Competencies: Strong leadership and decision-making skills Excellent problem-solving and conflict resolution ability Good financial and numerical skills (for audit and reporting) Strong communication and interpersonal skills Ability to work independently with minimal supervision Attention to detail and a high level of responsibility Personal Attributes: Calm under pressure and highly dependable Professional and service-oriented mindset Alert, proactive, and detail-focused High integrity and accountability.