Duty Manager

The Duty Manager is responsible for overseeing daily operations during assigned shifts to ensure smooth business operations, excellent customer service, employee productivity, and compliance with company policies. In the hospitality industry, the Duty Manager serves as the primary point of contact for operational issues, guest concerns, staff supervision, and emergency situations, ensuring that all departments operate efficiently and maintain high service standards.

Key Performance Indicators (KPIs)

Guest satisfaction and complaint-resolution rates.

Operational efficiency and service quality.

Employee productivity and attendance.

Compliance with safety and company standards.

Accuracy of shift reports and incident documentation.

Response time for operational issues.

Effective labor and resource utilization.

Salary Range: $53900.00 - $67391.00 per year

Annual Base Salary + Bonus Opportunities

Paid Time Off (PTO)

Dental Insurance

Vision Insurance

Flexible Schedule

Life Insurance

Health Insurance

Mon-Fri Schedule

Hands on Training

Career Growth Opportunities

Responsibilities

Key Responsibilities

1. Daily Operations Management

Oversee daily hotel, resort, restaurant, or hospitality operations during assigned shifts.

Ensure all departments operate efficiently and according to established procedures.

Monitor service quality, cleanliness, safety, and operational standards.

Coordinate with department managers and supervisors to resolve operational issues.

Ensure smooth shift handovers and continuity of service.

2. Staff Supervision and Leadership

Supervise employees across assigned departments and shifts.

Assign duties, monitor performance, and ensure adequate staffing.

Support staff training, coaching, and development.

Address employee concerns and escalate disciplinary matters when necessary.

Promote teamwork, professionalism, and accountability.

3. Guest Relations and Customer Service

Ensure guests receive professional, timely, and courteous service.

Handle guest complaints, requests, and service recovery situations.

Resolve customer concerns promptly and professionally.

Monitor guest feedback and identify opportunities to improve satisfaction.

Support VIP guests and special requests when required.

4. Financial and Administrative Responsibilities

Monitor shift-related expenses, labor utilization, and operational resources.

Review daily reports, cash-handling records, and incident documentation where applicable.

Ensure accurate completion of shift reports and operational records.

Report financial discrepancies and unusual transactions to management.

Assist with budget control and cost-saving initiatives.

5. Safety, Security, and Compliance

Ensure compliance with company policies, health and safety requirements, and applicable regulations.

Monitor workplace safety and report hazards or incidents.

Respond to emergencies and coordinate with security or emergency services when necessary.

Maintain accurate incident reports and follow established emergency procedures.

Protect company property, guest belongings, and confidential information.

6. Communication and Reporting

Communicate operational updates to senior management and department heads.

Prepare daily shift summaries and incident reports.

Escalate serious guest complaints, staffing issues, and operational risks.

Coordinate with housekeeping, front office, food and beverage, maintenance, and security teams as appropriate.

7. Quality Assurance and Continuous Improvement

Conduct operational inspections and service-quality checks.

Identify inefficiencies and recommend practical improvements.

Ensure company service standards and procedures are consistently followed.

Monitor guest satisfaction and staff performance.

Assist management with implementing new policies and operational initiatives.

Qualifications and Requirements

High school diploma or equivalent required; a degree or diploma in Hospitality Management, Business Administration, or a related field preferred.

Previous experience in hospitality, hotel operations, restaurant management, or a supervisory role.

Strong leadership, communication, and problem-solving skills.

Excellent customer service and conflict-resolution abilities.

Ability to make sound decisions under pressure.

Strong organizational skills and attention to detail.

Familiarity with operational reporting, scheduling, and hospitality management systems.

Flexibility to work evenings, weekends, holidays, and rotating shifts as required.