Duty Manager – Hospitality Operations

About the role

The Duty Manager ensures smooth hotel operations, handling guest interactions, operational audits and team coordination to maintain high service standards and brand compliance.

Key responsibilities

• Reviews guest complaints and feedback, ensuring corrective actions are taken promptly.
• Runs operational audits on front desk, housekeeping and F&B, focusing on service, time, quality and upselling.
• Handles guest check‑in/out, reservations, special requests and complaints during shift.
• Manages shift rotation, covering all hotel shifts and responding to emergencies.
• Leads daily meetings, trains team on online platforms, systems and equipment.
• Maintains strong relationships with all departments to support property operations and resolve issues.
• Conducts brand audits and guest review meetings, reporting trends to the Cluster Director of Rooms.
• Drives upselling program, mentors line team, and collaborates on expense budgeting.

Required profile

• Minimum 2 years experience in a similar duty manager or hotel operations role.
• Excellent communication skills in Business English, both spoken and written.
• Team player with strong planning and organising abilities.
• Flexible to work rotating shifts, including holidays and peak periods.

Required skills

• Upselling
• Operational audits
• Brand compliance