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.

• 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.