Duty Manager - Hospitality at Emerge Egress Consulting

Role Objective:

• Our client, a hotel, is seeking a proactive, confident, and guest-focused Duty Manager to oversee day-to-day hotel operations and ensure exceptional guest satisfaction at all times. The successful candidate will act as the key decision-maker on duty, coordinating departments, resolving guest issues, and ensuring smooth hotel operations in the absence of senior management.

Core Duties and Responsibilities

• Oversee daily hotel operations to ensure smooth, efficient, and high-quality service delivery across all departments.
• Act as the first point of escalation for guest complaints, requests, and emergencies, ensuring timely and effective resolution.
• Monitor guest satisfaction and proactively address service gaps to enhance the overall guest experience.
• Conduct regular property inspections to ensure cleanliness, safety, and brand standards are maintained.
• Support the Front Office team with check-in, check-out, VIP arrivals, and special guest requests.
• Ensure compliance with hotel policies, procedures, health, safety, and security standards.
• Handle operational challenges and make quick, informed decisions to maintain service continuity.
• Review daily reports including occupancy, revenue, guest feedback, and incident reports.
• Assist in staff supervision, shift coordination, and performance monitoring across departments.
• Support training and mentoring of staff to improve service delivery and operational efficiency.
• Ensure proper handling of guest complaints, incidents, and follow-up actions are documented and resolved.
• Promote a culture of professionalism, teamwork, and guest-centric service across all departments.
• Perform any other duties assigned by senior management.

Key Competencies

• Strong leadership and decision-making skills.
• Excellent guest relations and conflict resolution abilities.
• Ability to remain calm and effective under pressure.
• Strong communication and interpersonal skills.
• High level of integrity, responsibility, and professionalism.
• Excellent problem-solving and critical thinking skills.
• Strong coordination and multitasking abilities.
• Flexible and willing to work shifts, weekends, and public holidays.
• Passion for hospitality and service excellence.

Job Specifications and Qualifications

• Degree or Diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
• Minimum of 3–5 years’ experience in hotel operations, with at least 1–2 years in a supervisory or Duty Manager role..
• Proficiency with Property Management Systems.