Duty Manager (Night Shift) - Front Office

About the role

The Duty Manager oversees daily operations, ensures exceptional customer service and maintains a safe and efficient work environment. The role manages and supervises a team of employees, handles customer inquiries and concerns, and collaborates with other departments so that hotel operations run smoothly. It is a permanent night-shift position.

Key responsibilities

• Supervise, direct and motivate the Front Office team, keeping them up to date on hotel products and services
• Handle check-in and check-out, understand billing procedures, booking and cancellation policies, and recover from guest complaints
• Understand the night audit procedure within the hotel's PMS system
• Keep colleagues informed about promotions, ongoing events and operational updates
• Implement emergency response protocols and manage crises to protect guests and staff
• File incoming official letters and report to the Front Office Manager, request pantry supplies and stationery, and keep workstations clean
• Manage Smart Mart and vending machines, take on ad-hoc office projects, and join Front Office committees and task forces

Required profile

• Permanent night-shift schedule; minimum degree in Hotel Management or a related field
• Preferred: front office experience, preferably in hospitality or a service industry
• Able to work in 3 rotating shifts and cover the Reservations department when needed
• Comfortable in a fast-paced environment, with excellent interpersonal and communication skills
• Meticulous, organized and able to multitask