Duty Manager

A. Hotel Operations • Oversee and coordinate the overall hotel operation during the assigned shift. • Act as the management representative on duty and ensure that all departments operate efficiently according to hotel standards. • Conduct regular inspections of hotel public areas, guest facilities, and operational areas to ensure cleanliness, safety, and service quality. • Monitor daily arrivals, departures, VIP guests, group movements, and special guest requests. • Ensure smooth coordination between Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other departments. • Monitor room availability, room readiness, and operational challenges, ensuring prompt follow-up with the relevant departments. • Ensure proper shift handovers and communicate outstanding issues to the next Duty Manager or relevant department heads. B. Guest Satisfaction and Service Recovery • Welcome and assist guests professionally, providing personalized service throughout their stay. • Handle guest complaints, special requests, and service recovery cases promptly and effectively. • Follow up on guest feedback to ensure that issues are resolved to the guest's satisfaction. • Maintain positive relationships with guests and support the delivery of memorable guest experiences. • Ensure VIP guests, loyalty members, and repeat guests receive appropriate recognition according to hotel standards. • Take appropriate action to resolve service failures while protecting the hotel's reputation and guest relationships. C. Team Leadership and Coordination • Provide guidance and support to team members during the assigned shift. • Ensure all team members comply with hotel policies, grooming standards, service procedures, and brand standards. • Conduct operational briefings when required and communicate important information to the relevant teams. • Assist department supervisors in resolving operational challenges and maintaining service quality. • Promote teamwork, effective communication, and a positive working environment. • Report significant employee-related issues, operational concerns, and disciplinary matters to the relevant department head or Human Resources. D. Safety, Security, and Emergency Management • Ensure the safety and security of guests, employees, visitors, and hotel property during the assigned shift. • Respond promptly to emergencies, accidents, incidents, fire alarms, medical situations, and security concerns. • Coordinate with Security, Engineering, and relevant departments to manage emergency situations according to hotel procedures. • Prepare incident reports and inform the appropriate management representatives of significant incidents. • Ensure compliance with emergency response procedures, occupational health and safety standards, and hotel security policies. • Protect guest privacy and confidential information in accordance with applicable data protection requirements. E. Financial and Operational Control • Monitor Front Office operations, cashiering procedures, and guest billing practices to ensure compliance with hotel financial controls. • Assist in resolving billing discrepancies, payment issues, and other financial concerns within the assigned authority. • Monitor operational expenses and encourage responsible use of hotel resources. • Ensure proper authorization and documentation for refunds, rebates, allowances, and service recovery expenses. • Identify operational inefficiencies and recommend improvements to the relevant department heads. F. Quality Assurance and Brand Standards • Ensure hotel service standards, SOPs, and applicable Accor brand standards are consistently maintained. • Conduct regular operational inspections and follow up on identified deficiencies. • Monitor cleanliness, maintenance conditions, and service delivery throughout the hotel. • Support internal and external audits, quality assurance inspections, and guest satisfaction improvement initiatives. • Report recurring operational issues and recommend corrective actions to the relevant departments. G. Administration and Reporting • Prepare and maintain the Duty Manager logbook, shift reports, and incident reports. • Record guest complaints, service recovery actions, operational issues, and outstanding follow-up items. • Communicate important information and unresolved matters to the relevant managers and the next shift. • Provide operational updates to the Hotel Manager or other designated management representatives when required. • Perform other duties and responsibilities assigned by the Hotel Management.Qualifications • Diploma or Bachelor's degree in Hospitality Management, Hotel Management, or a related field is preferred. • Minimum 2 3 years of experience in hotel operations, preferably in Front Office or a supervisory position. • Previous experience in an international hotel chain is an advantage. • Good knowledge of Front Office operations, guest service standards, and hotel operating procedures. • Strong English communication skills, both written and spoken. • Excellent leadership, problem-solving, and decision-making skills. • Ability to handle guest complaints, emergencies, and challenging situations calmly and professionally. • Strong interpersonal, coordination, and conflict-resolution skills. • Able to work independently and make sound decisions within the assigned authority. • Willing to work flexible shifts, including night shifts, weekends, and public holidays.