Duty Manager

**Position Overview**:
The Duty Manager ensures the smooth running of daily hotel operations, acting as the senior point of contact for both guests and staff during assigned shifts. This role requires strong leadership, exceptional guest service skills, and the ability to resolve challenges quickly while upholding the hotel’s standards and reputation.

**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.

**We create opportunities and experiences for people to enrich their lives.**

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Eyes and ears open

Arrive ready

Be human

Respond **GENEROUSLY** (the “more” value)Always respond

Give more, do more

Have a mindset of abundance

Strength in **DIVERSITY** (the “family” value)Act in harmony

Work together

Act inclusively

Make it **BETTER** (the “continuous improvement” value)

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