Position Overview
The Duty Manager acts as the senior point of contact during assigned shifts, overseeing hotel operations to ensure seamless guest experiences, staff coordination, and adherence to service standards. This role requires a proactive leader with strong problem-solving skills, hospitality expertise, and the ability to make quick decisions under pressure.
Key Responsibilities
Operational Oversight
Supervise daily hotel operations across all departments (front desk, housekeeping, F&B, maintenance)
Ensure smooth check-in/check-out processes and guest transitions
Monitor public areas for cleanliness, safety, and ambiance
Coordinate with department heads to resolve operational issues
Guest Relations
Act as the primary contact for guest inquiries, complaints, and special requests
Handle escalations with professionalism and empathy
Ensure VIP guests receive personalized service and attention
Monitor guest feedback and implement service improvements
Staff Supervision
Lead and support staff during shifts, ensuring adherence to hotel policies
Conduct briefings and communicate daily priorities
Assist with staff scheduling and shift coverage when needed
Provide on-the-spot coaching and performance feedback
Emergency & Security Management
Respond to emergencies including medical incidents, fire alarms, or security breaches
Liaise with emergency services when required
Ensure compliance with health and safety regulations
Maintain incident logs and report critical events to senior management
Administrative Duties
Prepare shift reports and handovers for incoming managers
Monitor room availability and liaise with reservations team
Authorise discounts, complimentary services, and room upgrades within policy limits
Support revenue management by monitoring occupancy and rate strategies
Skills & Competencies
Leadership & Decision-Making: Ability to lead teams and make sound judgments under pressure
Customer Service Excellence: Strong interpersonal and conflict-resolution skills
Multitasking & Organisation: Capable of managing diverse responsibilities simultaneously
Communication: Clear verbal and written communication across all levels
Technical Proficiency: Familiarity with property management systems (PMS) and hotel software
Working Conditions
Full-time role with rotating shifts, including nights, weekends, and holidays
On-call responsibilities may apply
Performance Indicators
Guest satisfaction scores and complaint resolution metrics
Operational efficiency and shift handover quality
Staff engagement and adherence to service standards
Compliance with safety and emergency protocols
NOTE - Applicants must have the right to work in the UK to be considered for the role
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