Duty Manager at Elvaridah

Job Summary

• The Duty Manager is responsible for overseeing the day-to-day operations of the hotel, ensuring exceptional guest experiences, maintaining operational efficiency, and supervising staff across various departments during assigned shifts.
• The role serves as the primary point of contact for guests and employees, ensuring that hotel standards, policies, and service excellence are consistently upheld.
• The ideal candidate should possess strong leadership, problem-solving, and customer service skills, with the ability to manage hotel operations effectively and respond promptly to guest concerns and operational issues.

Key Responsibilities
Hotel Operations Management:

• Oversee daily hotel operations and ensure smooth functioning across all departments, including Front Office, Housekeeping, Food & Beverage, and Security.
• Monitor service delivery standards and ensure compliance with hotel policies and procedures.
• Coordinate activities among departments to ensure efficient service and guest satisfaction.
• Conduct regular inspections of hotel facilities to ensure cleanliness, safety, and operational readiness.
• Prepare and submit daily operational reports to management.

Guest Relations & Customer Service:

• Serve as the primary contact for guests during assigned shifts.
• Handle guest complaints, concerns, and special requests promptly and professionally.
• Ensure guests receive exceptional service and address issues to maintain high satisfaction levels.
• Assist with VIP guest arrivals, departures, and special arrangements.
• Monitor guest feedback and implement corrective actions where necessary.

Team Leadership & Supervision:

• Supervise and support hotel staff during shifts, ensuring adherence to service standards.
• Provide guidance, coaching, and performance feedback to team members.
• Ensure proper staff scheduling and adequate coverage during operational hours.
• Conduct shift briefings and communicate important operational updates to employees.
• Foster a positive and collaborative work environment.

Financial & Administrative Responsibilities:

• Monitor daily revenue activities and ensure accurate cash handling procedures.
• Authorize guest refunds, discounts, and service recovery initiatives in line with company policies.
• Assist in controlling operational costs and minimizing waste.
• Maintain accurate operational records and incident reports.

Health, Safety & Compliance:

• Ensure compliance with health, safety, and security regulations.
• Respond effectively to emergencies, incidents, and guest-related issues.
• Ensure all hotel facilities and equipment are properly maintained and operational.
• Implement and enforce hotel policies and procedures.

Key Performance Indicators (KPIs)

• Guest satisfaction ratings and feedback.
• Resolution time for guest complaints and operational issues.
• Compliance with hotel service standards and procedures.
• Staff productivity and operational efficiency.
• Quality of daily operational reporting.
• Overall guest experience and repeat patronage.

Qualifications & ExperienceEducation

• Bachelor's Degree or HND in Hospitality Management, Business Administration, Hotel Management, or a related field.

Experience

• 3 – 5 years of experience in hotel operations, hospitality management, or a similar role.
• Previous experience in a supervisory or managerial position within the hospitality industry is required.

Required Skills & CompetenciesTechnical Skills

• Strong knowledge of hotel operations and guest service management.
• Understanding of hospitality systems and operational procedures.
• Proficiency in Microsoft Office Suite and hotel management software.

Leadership Skills:

• Strong supervisory and team management abilities.
• Excellent decision-making and conflict resolution skills.
• Ability to work effectively under pressure and manage multiple priorities.

Communication Skills:

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Professional appearance and demeanor.

Personal Attributes:

• Strong attention to detail and organizational skills.
• High level of integrity and professionalism.
• Ability to work flexible hours, including weekends, holidays, and shifts.