Duty Manager – Hotel Operations

About the role

The Duty Manager leads the hotel’s operational performance, focusing on guest satisfaction metrics, the Balance Score Card, and contactless mobility initiatives. Acting as the primary point of contact for guest concerns, the role ensures swift resolution and escalation when needed.

Key responsibilities

• Drive the hotel’s Balance Score Card, including GuestVoice scores for overall satisfaction, arrival experience, elite appreciation, and staff service.
• Collaborate with the Loyalty Manager and At‑Your‑Service Manager to meet contactless mobility index targets.
• Serve as the main liaison for guest feedback, incidents, and escalations to departmental leaders.
• Assist Front Office leaders with training, coaching, and performance management of associates.
• Maintain safety and security standards, respond to fire alarms, emergencies, and report incidents to Loss Prevention.
• Enforce company policies, confidentiality, grooming standards, and proper use of POS/computer systems.
• Welcome guests, anticipate service needs, and provide assistance to individuals with disabilities.

Required profile

• Ability to stand, sit, or walk for extended periods.
• Professional appearance and adherence to HR grooming standards.
• Strong awareness of safety, security, and emergency procedures.
• Excellent communication skills, both verbal and written.
• Commitment to confidentiality and protection of company assets.

Required skills

• POS system operation