Key Responsibilities

Guest Experience

• Personally welcome VIP guests, repeat guests, and special occasion stays, ensuring tailored attention.
• Oversee the entire check-in and check-out process, ensuring efficiency and a warm, professional standard.
• Manage guest complaints and feedback, resolving issues promptly while protecting the hotel’s reputation.
• Actively engage with guests in public areas to build rapport, identify service opportunities, and ensure needs are anticipated.
• Ensure guest requests (tours, transfers, amenities, reservations) are actioned promptly and communicated to relevant departments.

Operational Oversight

• Act as the “Manager on Duty” (MOD), ensuring smooth hotel operations in the absence of senior management.
• Conduct regular property walks to monitor housekeeping standards, public areas, maintenance, and overall readiness.
• Liaise closely with Housekeeping to ensure room readiness, cleanliness standards, and efficient turnaround of arrivals/departures.
• Coordinate with Food & Beverage to confirm guest dietary needs, dining preferences, and seamless service during meal periods.
• Ensure the front office team maintains accurate guest profiles in the PMS and that all billing is correctly processed.
• Oversee security protocols during shifts, including monitoring access points and ensuring staff compliance with safety procedures.
• Respond quickly to operational breakdowns (maintenance issues, staff shortages, delays) with practical solutions.

Team Leadership

• Lead by example, setting the standard for grooming, service etiquette, and guest interaction.
• Supervise and support Front Office staff, ensuring each team member is delivering according to hotel standards.
• Motivate and mentor junior staff, providing constructive feedback and on-the-job training where needed.
• Assist with scheduling adjustments during shifts to ensure adequate coverage across departments.
• Encourage interdepartmental teamwork, fostering collaboration and problem-solving across the hotel.

Administration & Communication

• Compile accurate and detailed Duty Manager reports summarising shift highlights, guest feedback, incidents, and follow-ups required.
• Ensure thorough shift handovers with the Front of House Manager and next Duty Manager.
• Monitor cash handling, float balancing, and compliance with financial procedures.
• Track and report guest feedback trends, service recovery cases, and operational challenges to management.
• Support compliance with legislative requirements, including Tourism Act registration, health and safety checks, and data accuracy for guest records.

Requirements:

• Minimum 2–3 years’ experience in a supervisory, assistant manager, or duty manager role within the hospitality industry.
• Strong leadership, communication, and problem-solving abilities.
• A guest-focused mindset with excellent attention to detail.
• Ability to remain calm and make sound decisions in high-pressure or emergency situations.