Duty Manager

Role overview

The Duty Manager is responsible for keeping hotel operations running smoothly across the day, making sure every department delivers a high level of guest care. This role requires someone who can stay calm under pressure, handle issues professionally in a busy environment, and support the team with confident leadership.

Key responsibilities

• Start shifts on time, wear the correct uniform, and follow the company grooming standards.
• Receive a handover from the previous shift and complete a proper handover at the end of the shift.
• Work closely with the General Manager on the hotel’s day-to-day operations.
• Provide support, supervision, and a proactive approach across departments such as food and beverage, reception, and accommodation.
• Inform guests about hotel services, including bar and restaurant opening times, internet access, luggage assistance, and other services during check-in and throughout their stay.
• Step into operational shifts in different hotel departments when needed.
• Take ownership of assigned duties in coordination with department heads and help maintain smooth operations and strong guest service standards, including supporting ongoing training.
• Work with management colleagues to review staffing levels and ensure teams are properly scheduled within budget and service expectations.
• Assist with weekly stock counts for laundry, alcohol, food, and cutlery/crockery as assigned by the General Manager.
• Handle guest complaints during the shift in a courteous, professional way.
• Attend meetings and training sessions whenever required.
• Follow all company rules and procedures related to fire safety, health and safety, hygiene, and security, including regular fire walks and security checks.
• Make sure cash-handling procedures are always followed correctly.
• Carry out duties in other hotel areas when asked, as long as the request is reasonable.
• Ensure HACCP requirements and all related systems are completed during your shift.
• Follow company policies and procedures at all times.

Working expectations

This position is based in a fast-paced hotel environment and may require flexibility to support different departments and operational needs.