Duty Manager

About the role

The Duty Manager oversees the guest experience at the hotel, ensuring memorable moments and swift resolution of any issues. Acting as the bridge between guests and hotel agents, the role supports other department managers during risk or crisis situations.

Key responsibilities

• Maintain thorough knowledge of all hotel outlets, facilities and services.
• Implement recovery plans for guest complaints, acknowledging and resolving issues within 24 hours.
• Enhance overall guest experience across all hotel areas.
• Build and strengthen relationships with agents and returning guests.
• Ensure highlighted guests (HBA’s) receive personalized attention throughout their stay and provide feedback to agents.
• Manage the guest interchange programme.
• Identify training needs within the Front Office and coordinate action plans with management.
• Coordinate special celebrations for welcome‑back and VIP guests to create memorable moments.
• Support the Concierge team as needed.

Required profile

• Strong knowledge of hotel operations, outlets, and services.
• Excellent problem‑solving abilities with a focus on guest recovery.
• Ability to build rapport with agents, guests, and internal teams.
• Proactive in identifying training needs and driving improvements.
• Experience in handling risk or crisis situations in a hospitality setting.

Required skills