Duty Manager

Job Summary
The Duty Manager is responsible for overseeing the day-to-day operations of the Front Office during assigned shifts, ensuring exceptional guest experiences, smooth hotel operations, and adherence to luxury hospitality standards. The role acts as the primary point of contact for guests and coordinates with all departments to maintain service excellence and operational efficiency.

Key Responsibilities
Guest Service & Experience
Ensure personalized and efficient guest check-in and check-out experiences.
Handle VIP arrivals, guest preferences, and special requests.
Resolve guest complaints promptly and professionally.
Monitor guest satisfaction and take corrective actions where required.
Maintain luxury service standards and create memorable guest experiences.
Front Office Operations
Supervise Front Desk, Concierge, Bell Desk, Guest Relations, and Lobby operations.
Ensure smooth shift operations and proper handover between shifts.
Monitor room status, occupancy levels, and guest requests.
Coordinate with Housekeeping, Engineering, Security, and Food & Beverage departments.
Ensure compliance with hotel SOPs and brand standards.
Team Leadership
Lead, motivate, and supervise Front Office associates during shifts.
Conduct daily briefings and communicate operational updates.
Train team members on service standards and guest handling.
Monitor employee grooming, discipline, and performance.
Support the Front Office Manager in achieving departmental goals.
Revenue & Financial Control
Monitor room inventory and upselling opportunities.
Ensure proper cash handling and billing procedures.
Verify guest accounts and ensure accurate posting of charges.
Assist in achieving departmental revenue targets and minimizing revenue leakage.
Safety & Compliance
Ensure guest and employee safety throughout the hotel.
Handle emergency situations and incidents according to hotel procedures.
Maintain compliance with statutory regulations, fire safety, and security standards.
Prepare incident reports and communicate critical issues to management.
Qualifications
Bachelor's Degree or Diploma in Hotel Management / Hospitality Management.
Minimum 3–5 years of Front Office experience in luxury or upscale hotels.
At least 1–2 years of supervisory experience in Front Office operations.
Strong knowledge of Opera PMS or similar hotel management systems.
Excellent communication and guest relations skills.
Ability to work flexible shifts, including weekends and holidays.