Duty Manager at Bolton White Hotels & Apartments

Job Summary


Thet 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 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.