Duty Manager
Kawen Manpower<\/p>
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Position Summary
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The Duty Manager oversees daily hotel operations during assigned shifts, ensuring seamless functioning across departments. The role acts as the primary point of contact for guests, manages escalations, supervises on -duty teams, and maintains service, safety, and operational standards in the absence of senior leadership.
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Key Responsibilities
<\/h3>Guest Services & Experience
<\/h4>Act as the primary contact for guest concerns, escalations, and service recovery
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Manage VIP arrivals, long -stay guests, and special requests
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Monitor daily guest feedback and ensure service satisfaction.
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Maintain a visible presence in lobby and public areas during peak periods
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Operational Supervision
<\/h4>Oversee front office functions including front desk, concierge, bell desk, transportation, and telephones
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Coordinate with Housekeeping, Engineering, F&B, Security, and other departments
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Conduct lobby checks, room inspections, and safety rounds
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Ensure smooth check -in, check -out, room allocation, and billing accuracy
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Crisis Management & Safety
<\/h4>Lead emergency response during the shift
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Handle fire alarms, medical incidents, guest disturbances, and security issues
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Ensure compliance with safety, security, and emergency procedures
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Maintain incident logs and escalate issues to senior management
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Leadership & Staff Management
<\/h4>Supervise front office associates and shift leaders
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Conduct shift briefings and allocate duties
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Ensure grooming standards, SOP adherence, and smooth shift handovers
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Financial, Quality & Reporting
<\/h4>Oversee cash handling, billing disputes, refunds, and credit approvals
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Support room revenue initiatives including upgrades and upselling
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Monitor overbooking, walk -ins, and reservation challenges
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Inspect rooms, lobby areas, and guest facilities for quality compliance
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Prepare daily Duty Manager reports with incidents and operational notes
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Requirements<\/h3>Qualifications & Experience
<\/h3>Degree or Diploma in Hotel Management
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3–6 years of experience in front office operations
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Prior supervisory or senior front office role experience preferred
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Experience in 4 star or 5 star hotel environments advantageous
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Working knowledge of PMS systems (Opera / IDS / HMS)
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<\/h4>
Act as the primary contact for guest concerns, escalations, and service recovery
<\/p><\/li>Manage VIP arrivals, long -stay guests, and special requests
<\/p><\/li>Monitor daily guest feedback and ensure service satisfaction.
<\/p><\/li>Maintain a visible presence in lobby and public areas during peak periods
<\/p><\/li><\/ul>Operational Supervision
<\/h4>Oversee front office functions including front desk, concierge, bell desk, transportation, and telephones
<\/p><\/li>Coordinate with Housekeeping, Engineering, F&B, Security, and other departments
<\/p><\/li>Conduct lobby checks, room inspections, and safety rounds
<\/p><\/li>Ensure smooth check -in, check -out, room allocation, and billing accuracy
<\/p><\/li><\/ul>Crisis Management & Safety
<\/h4>Lead emergency response during the shift
<\/p><\/li>Handle fire alarms, medical incidents, guest disturbances, and security issues
<\/p><\/li>Ensure compliance with safety, security, and emergency procedures
<\/p><\/li>Maintain incident logs and escalate issues to senior management
<\/p><\/li><\/ul>Leadership & Staff Management
<\/h4>Supervise front office associates and shift leaders
<\/p><\/li>Conduct shift briefings and allocate duties
<\/p><\/li>Ensure grooming standards, SOP adherence, and smooth shift handovers
<\/p><\/li><\/ul>Financial, Quality & Reporting
<\/h4>Oversee cash handling, billing disputes, refunds, and credit approvals
<\/p><\/li>Support room revenue initiatives including upgrades and upselling
<\/p><\/li>Monitor overbooking, walk -ins, and reservation challenges
<\/p><\/li>Inspect rooms, lobby areas, and guest facilities for quality compliance
<\/p><\/li>Prepare daily Duty Manager reports with incidents and operational notes
<\/p><\/li><\/ul>
<\/div><\/span>Requirements<\/h3>
Qualifications & Experience
<\/h3>Degree or Diploma in Hotel Management
<\/p><\/li>3–6 years of experience in front office operations
<\/p><\/li>Prior supervisory or senior front office role experience preferred
<\/p><\/li>Experience in 4 star or 5 star hotel environments advantageous
<\/p><\/li>Working knowledge of PMS systems (Opera / IDS / HMS)
<\/p><\/li><\/ul>
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