Duty Manager

Job Description

The Duty Manager is responsible for managing the day-to-day activities of the Front Office, ensuring high levels of guest satisfaction, operational efficiency, and team performance. This role serves as a key leadership position, handling guest concerns, supervising team members, coordinating with other departments, and acting as the hotel representative when required.

Responsibilities

Lead and supervise Front Office operations to ensure excellent guest service.Handle guest inquiries, complaints, and VIP guest requirements professionally.Support recruitment, training, coaching, and performance management of team members.Monitor room allocation, reservations, and occupancy to maximize revenue opportunities.Ensure compliance with Hilton brand standards, policies, and procedures.Coordinate with Housekeeping, Food & Beverage, Sales, and other departments.Prepare schedules, payroll, and operational reports.Conduct daily briefings and shift handovers.Manage cash handling, billing accuracy, and financial procedures.Act as Duty Manager or Night Manager as required and respond to emergencies appropriately.Promote Hilton Honors membership and support guest loyalty initiatives.

Qualifications

Previous experience in Front Office or hotel operations, preferably in a supervisory role.Strong leadership, communication, and interpersonal skills.Ability to handle guest concerns with professionalism and diplomacy.Excellent organizational and problem-solving abilities.Good numerical and analytical skills.Proficient in hotel management systems and Microsoft Office applications.Ability to work under pressure and manage multiple priorities.Good written and spoken English communication skills.Flexibility to work shifts, including evenings, weekends, and public holidays.