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Job Summary
Hotel Duty Manager Reporting to the Deputy General Manager, we are seeking a polished, guest-focused Hotel Duty Manager to uphold exceptional service standards and deliver memorable guest experiences. This role is ideal for a confident and articulate hospitality professional who thrives in a high-end, fast-paced environment and is deeply committed to service excellence. Key Requirements Recognised hospitality diploma or degree (preferred) Minimum 2 years’ management experience in a similar role within a 4/5-star hotel environment Strong guest relations skills with the ability to resolve issues calmly, professionally, and efficiently Proven ability to perform under pressure with sound decision-making capabilities Excellent communication and interpersonal skills Thorough knowledge of hotel outlets, facilities, and services Strong conflict resolution skills with a respectful and confident approach Ability to multitask in a fast-paced, pressurised, and collaborative environment Strong planning, organisational, and administrative skills with high attention to detail Impeccable grooming standards, professionalism, and service etiquette Strong relationship-building, stakeholder management, and team leadership skills Proficiency in Opera and Microsoft Office Flexibility to work shifts, including weekends, public holidays, and evenings as operationally required Excellent command of English (spoken and written) Additional foreign language proficiency will be advantageous What You’ll Do Maintain a visible and professional presence across all guest-facing areas, including restaurants and conferencing spaces Act as the primary point of contact for guest queries, feedback, and escalations, ensuring swift and satisfactory resolution Drive and uphold service excellence standards across all departments Support and coordinate daily hotel operations to ensure seamless service delivery Lead; motivate, and support teams on shift to deliver exceptional guest experiences Monitor guest satisfaction and proactively address any service gaps Ensure compliance with hotel policies, procedures, and health & safety standards Assist with VIP arrivals, special requests, and event coordination Handle duty management reporting and operational administration
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