Duty Manager

Job Description

Duty Manager plays a key leadership role in the day-to-day operations of the hotel, acting as the Manager on Duty during assigned shifts. This position ensures that all departments operate efficiently and that guest experiences meet brand standards. The Duty Manager handles guest concerns, supports the operational team, and ensures a safe and smooth environment for both guests and colleagues.

Key Responsibilities:

• Act as the Manager on Duty and oversee hotel operations during shifts

• Handle and resolve guest complaints and feedback in a professional and timely manner

• Coordinate with Front Office, Housekeeping, Engineering, F&B, and Security to ensure seamless operations

• Ensure guest satisfaction and provide personalized service in line with hotel standards

• Monitor room availability, overbooking, and ensure smooth check-in/check-out processes

• Support emergency procedures and uphold safety and security protocols

• Supervise front-line colleagues and provide guidance as needed

• Review daily reports, handovers, and ensure proper documentation of incidents

• Maintain a strong presence in public areas, assisting guests and supporting staff

• Report any major incidents or service challenges to senior management

Qualifications

Education & Experience:

• Diploma or Bachelor’s Degree in Hospitality Management or related field

• Minimum 2–3 years of experience in Front Office or Guest Services roles, preferably with supervisory or managerial responsibilities

• Previous experience as a Duty Manager or Team Leader in an international hotel is a strong advantage

Skills & Competencies:

• Strong leadership and decision-making abilities

• Excellent interpersonal and communication skills (verbal & written in English and [local language])

• Calm and professional under pressure, with strong conflict-resolution skills

• Solid understanding of hotel operations, PMS systems (e.g., Opera), and service standards

• Flexible and able to work shifts, weekends, and holidays as needed

• High level of integrity, responsibility, and attention to detail

Other Requirements:

• Customer-focused with a proactive approach to guest satisfaction

• Energetic, hands-on, and visible leader with a passion for hospitality

• Well-groomed and professional appearance

Additional Information

Why Join Us?

• Opportunity to be part of a leading international hospitality brand.
• Career growth and development within Accor Hotels.
• Dynamic and supportive work environment.