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.