Duty Manager

Job Detail

1. Front Office Leadership and Shift Accountability • Take full responsibility for front office operations during the assigned shift. • Lead and support receptionists directly, providing clear direction in the absence of front office supervisors. • Manage desk coverage, task allocation and break scheduling to maintain service levels at all times. • Maintain overall control of the front desk environment, pace and professionalism. • Step in proactively during high-pressure situations to stabilise operations 2. Guest Experience Oversight and Service Recovery • Monitor the guest journey from arrival to departure and intervene when issues escalate beyond receptionist authority. • Handle complex guest complaints, sensitive situations and service failures personally. • Apply service recovery measures responsibly, balancing guest satisfaction with hotel policies and operational constraints. • Ensure guest issues are fully resolved and followed through during the shift. 3. Room Flow, Availability, and Operational Decisions • Maintain close coordination with housekeeping to monitor room status, readiness and prioritisation. • Make informed decisions regarding early arrivals, late departures, room moves, and upgrades within approved guidelines. • Balance guest expectations with operational capacity to avoid overpromising during peak demand. • Adjust plans quickly during irregular operations such as flight disruptions or sudden demand spikes. 4. Training, Coaching, and Team Development • Provide on-the-job training and guidance to receptionists during live operations. • Coach team members on guest handling, system accuracy, billing procedures, and professional conduct. • Support onboarding of new receptionists through supervision and feedback. • Identify skill gaps or recurring errors and recommend additional training to the Front Office Manager 5. Performance Management and Discipline • Monitor individual and team performance during the shift. • Address performance or conduct issues immediately and professionally. • Reinforce service standards, accuracy expectations and compliance requirements. • Escalate repeated performance concerns with clear documentation and examples. 6. Financial Control, Compliance, and Risk Management • Oversee front office billing accuracy, cash handling and shift closure processes. • Approve refunds, allowances and adjustments within authorised limits and ensure proper documentation. • Review discrepancies and ensure corrective action is taken promptly. • Support audits, investigations and compliance with financial and operational controls. 7. Communication, Reporting, and Team Discipline • Prepare clear and concise shift handovers outlining key events, decisions and unresolved issues. • Communicate operational risks, guest escalations and irregular situations to the Front Office Manager in a timely manner. • Address performance or conduct issues immediately and escalate ongoing concerns appropriately. • Promote a calm, professional working environment through leadership by example. 8. Security, Safety, and Risk Management • Act as the primary front office contact for security and safety matters during the shift. • Respond to incidents, suspicious behaviour, or emergencies in line with procedures. • Ensure guest information is protected and confidentiality standards are maintained. • Coordinate with Security and other departments during emergency situations.