Duty Manager - Hotel Concept Apartments

Role Overview

The Duty Manager leads and oversees daily operations during assigned shifts, ensuring exceptional service quality, operational efficiency, and compliance with established procedures. Acting as the senior management representative on duty, this position provides leadership across multiple departments, promptly resolves escalated issues, and guarantees a smooth experience for residents and guests.

Primary Responsibilities

• Supervise all departments on duty, including front desk, housekeeping, security, and maintenance to ensure coordinated daily activities conform to approved standards.
• Serve as the chief decision-maker in the absence of senior leaders, maintaining operational continuity.
• Guide, support, and manage duty supervisors and departmental heads, ensuring sufficient staffing, shift coverage, and operational readiness.
• Address performance challenges efficiently and professionally.
• Manage escalated concerns from residents and guests with discretion and authority, ensuring swift resolution of service shortcomings or operational problems.
• Continuously monitor service quality to enhance resident satisfaction.
• Prepare comprehensive shift reports, incident documentation, and handover notes while escalating critical matters to senior management with informed recommendations.
• Enforce safety, security, and operational policies within all teams and ensure adherence to internal protocols and regulatory standards.
• Take command during emergencies or irregular events to maintain safety and order.
• Facilitate cross-department coordination to overcome operational challenges and identify areas for service improvement.
• Support implementation of new procedures and systems to elevate operational standards.

Qualifications and Skills

• Demonstrated experience in duty management, operations management, or senior supervisory roles.
• Strong leadership, decision-making, and problem-solving capabilities.
• Excellent communication and interpersonal skills with a professional demeanor.
• High attention to detail and accountability.
• Ability to maintain composure and decisiveness under pressure.
• Basic to intermediate computer literacy for efficient reporting and communication.

Preferred Experience and Attributes

• Prior exposure to luxury residential, serviced apartments, or hotel settings.
• Proven conflict resolution and effective people management skills.
• Flexibility to work rotating shifts, including nights, weekends, and public holidays.