Duty Manager
Job Description
The Duty Manager is responsible for overseeing the day-to-day operations of the hotel or hospitality establishment during assigned shifts, ensuring exceptional guest experiences, operational efficiency, and compliance with company standards. The role acts as the primary point of contact for guests and employees, manages operational issues, coordinates departmental activities, and ensures smooth business operations.
Required Qualifications
- Bachelor's degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or a related field.
- 5–7 years of experience in hotel operations, front office management, hospitality services, or guest relations.
- Minimum of 2 years of supervisory or leadership experience in hospitality operations.
- Strong understanding of hotel operations, guest service standards, and operational procedures.
- Proficiency in Microsoft Office and Property Management Systems (PMS).
Preferred Skills
- Excellent leadership and team management abilities.
- Strong communication and interpersonal skills in English; Arabic is an advantage.
- Exceptional guest service and conflict-resolution capabilities.
- Strong problem-solving and decision-making skills.
- Ability to work under pressure and manage multiple priorities effectively.
- Excellent organizational and time management skills.
- Flexibility to work shifts, weekends, public holidays, and on-call duties.
Responsibilities Duties:
Key Responsibilities
- Oversee daily hotel operations and ensure smooth functioning of all departments during assigned shifts.
- Serve as the primary contact for guests, addressing inquiries, requests, complaints, and emergency situations promptly and professionally.
- Monitor service standards and ensure exceptional guest satisfaction and hospitality experiences.
- Coordinate with Front Office, Housekeeping, Food & Beverage, Engineering, and Security departments to maintain seamless operations.
- Supervise employees, provide guidance, and ensure adherence to company policies and procedures.
- Handle VIP arrivals, special requests, and guest recovery situations.
- Monitor room occupancy, operational performance, and service delivery standards.
- Prepare daily operational reports, incident reports, and shift handover documentation.
- Ensure compliance with health, safety, security, and emergency procedures.
- Assist management in implementing operational improvements and achieving business objectives.