Hotel Duty Manager at Efezi Southsea Nigeria Limited

Key Roles and Responsibilities

• Supervise the daily operations of all hotel departments during assigned shifts.
• Ensure smooth coordination between Front Office, Housekeeping, Food & Beverage, Maintenance, and Security.
• Monitor service delivery to ensure compliance with hotel standards.
• Ensure operational continuity during weekends, holidays, and night shifts.
• Welcome VIP guests and handle special requests.
• Respond promptly to guest complaints and service issues.
• Resolve customer concerns professionally and efficiently.
• Ensure high levels of guest satisfaction and service excellence.
• Supervise staff on duty and ensure adherence to company policies.
• Monitor employee attendance, punctuality, grooming, and performance.
• Provide guidance, coaching, and support to team members.
• Report disciplinary issues to the Human Resources department or General Manager.
• Monitor check-in and check-out operations.
• Ensure room allocations are accurate and efficient.
• Handle room upgrades, walk-in guests, and overbooking situations.
• Ensure proper handling of reservations and guest records.
• Ensure guest rooms are cleaned and ready for occupancy.
• Coordinate with the Housekeeping department to prioritize urgent room requests.
• Ensure public areas are maintained to the required standards.
• Monitor restaurant, bar, banquet, and room service operations.
• Ensure quality food service and customer satisfaction.
• Address guest complaints relating to food and beverage services.

Minimum Qualifications

• Bachelor's degree, Higher National Diploma (HND), or National Diploma (ND) in: Hospitality Management, Hotel Management, Tourism Management, Business Administration or a related field
• Professional certifications in hospitality management, customer service, or health and safety are an added advantage.

Experience:

• 3–5 years of experience in hotel operations.
• At least 2 years in a supervisory role such as Front Office Supervisor, Housekeeping Supervisor, Food and Beverage Supervisor, or similar.
• Experience coordinating multiple hotel departments and handling guest relations.