Duty Manager
- Liaise with all departments to ensure smooth, coordinated operations and communicate key updates and guest feedback to senior management
- Welcome and support VIP guests; authorise courtesies and oversee VIP room inspections to exceed expectations
- Maintain guest profiles and ensure efficient, professional check-in and check-out experiences whilst handling inquiries and complaints with empathy and timely resolution
- Supervise the Front Office team with collaborative leadership; conduct daily briefings and monitor service standards consistently
- Review rate variances, billing instructions, and guest credit to ensure revenue control and financial integrity
- Manage full-house situations and coordinate guest relocations; oversee lobby and driveway operations for safety and guest comfort
- Log and report all security incidents and emergencies; conduct Night Audit processes and ensure compliance with organisational standards and safety procedures
- Proven previous experience as a Duty Manager, preferably within a hospitality or hotel environment
- Exceptional communication and interpersonal skills with the ability to build strong rapport with guests and colleagues at all levels
- Confident and proactive problem-solver with demonstrated strong conflict resolution abilities
- Strong leadership and team supervision capabilities with the ability to motivate and support staff
- Solid knowledge of operational procedures, safety protocols, and incident documentation
- Ability to work flexible shifts and on-call availability as required by operational needs