Duty Manager – Hotel Operations

About the role

The Duty Manager oversees overall hotel operations during assigned shifts, ensuring the highest standards of guest service, safety, and operational excellence. Acting as the Property Manager on Duty, this role represents hotel leadership, resolves guest concerns, and supports business objectives across all departments.

Key responsibilities

• Oversee daily hotel operations during assigned shifts to ensure smooth service delivery.
• Maintain strong working relationships with all departments and communicate operational updates promptly.
• Monitor activities, address service issues, and ensure compliance with brand standards and policies.
• Conduct regular property inspections covering cleanliness, presentation, maintenance, security, and safety.
• Prepare and distribute Daily Manager on Duty (MOD) reports to all departments.
• Lead by example, providing operational guidance, coaching, and recognition to associates.
• Promote teamwork, cross‑training, and a positive work environment.
• Serve as the primary point of contact for guest inquiries, complaints, and service recovery.
• Respond promptly to guest concerns, intervene when necessary, and record issues in the tracking system.
• Participate in developing corrective action plans to enhance guest satisfaction.

Required profile

• Proven experience overseeing hotel operations during shifts.
• Strong leadership, communication, and coaching abilities.
• Ability to handle guest concerns and resolve issues efficiently.
• Commitment to maintaining brand standards, safety, and service excellence.

Required skills