Job Summary:
As a Duty Manager, you will be responsible for overseeing the daily operations and ensuring the smooth functioning of various departments. You will provide excellent customer service, manage staff, and coordinate with different teams to ensure guest satisfaction and efficient operations. This critical role requires strong leadership skills, exceptional organizational abilities, and a deep understanding of the hospitality industry.

Duties and Responsibilities:

Guest Service Excellence:

Ensure the highest level of customer service is provided to guests, exceeding their expectations, and addressing any concerns or issues promptly and professionally.

Monitor guest feedback and implement corrective actions to continuously improve guest satisfaction.

Train and mentor staff to deliver exceptional customer service.

Department Operations Management:

Oversee the day-to-day operations of various departments, including front desk, concierge, housekeeping, food and beverage, and other related areas.

Develop and implement departmental policies, procedures, and standards to ensure efficient and effective operations.

Monitor key performance indicators (KPIs) and implement strategies to achieve departmental goals.

Conduct regular inspections to ensure compliance with cleanliness, safety, and quality standards.

Coordinate with other departments to ensure seamless integration and cooperation.

Staff Management and Development:

Recruit, train, schedule, and manage a team of hospitality staff members.

Provide leadership, guidance, and support to team members, fostering a positive work environment.

Conduct performance evaluations, provide feedback, and implement performance improvement plans as needed.

Identify training needs and facilitate training programs to enhance staff skills and knowledge.

Financial Management:

Assist in the development and management of the departmental budget.

Monitor expenses, revenue, and costs to ensure financial targets are met.

Implement strategies to optimize revenue generation and cost control.

Sales and Marketing:

Collaborate with the sales and marketing team to promote the hospitality services and facilities, increase occupancy rates, and meet revenue targets.

Participate in marketing initiatives, such as local events and trade shows, to attract and retain guests.

Emergency and Crisis Management:

Serve as a point of contact during emergencies or crises, ensuring the safety and well-being of guests and staff.

Follow established protocols and coordinate with relevant departments to mitigate risks and handle incidents effectively.