Duty Manager

Job Description:

We are looking for a dynamic and service-oriented leader to join our team. This role requires strong financial acumen, people leadership, and a passion for delivering exceptional guest experiences.

Key Responsibilities:

• Support the preparation of the annual departmental operating budget and ensure effective monitoring of expenses to drive productivity.
• Analyse financial data to drive revenue, profitability, and return on investment.
• Assist in achieving hotel revenue goals through effective use of company systems and procedures.
• Provide regular mentoring, coaching, and feedback to enhance team performance and service standards.
• Ensure all team members are well-trained and equipped with the necessary tools to succeed in their roles.
• Promote a “One Team” culture by fostering daily communication, coordination, and engagement.
• Design and implement initiatives that improve associate engagement and align with brand service behaviours.
• Develop and monitor succession planning to ensure a strong talent pipeline for the PARKROYAL COLLECTION brand.
• Set clear performance and development goals for team members and actively support their growth.
• Lead and oversee team training programs to ensure consistency and excellence in service delivery.
• Respond promptly and professionally to guest complaints, taking corrective action to resolve issues and exceed expectations.
• Attend to special requests and needs of guests, especially repeat visitors, to deliver personalised service.
• Address performance deficiencies with team members, provide coaching, and arrange retraining when needed.
• Ensure compliance with brand standards, hallmarks, and license agreements through consistent demonstration of brand behaviours.
• Collaborate with other hotel departments to implement initiatives that improve guest satisfaction and service quality.
• Regularly engage with guests, gather feedback, and build positive relationships.
• Support front desk operations and reception tasks as part of a collaborative, service-focused team.
• Maintain and update Standard Operating Procedures (SOPs) to meet service level standards.
• Liaise with IT shared services to support PMS maintenance, configuration, and interface management.
• Uphold a safe and secure environment for guests, staff, and hotel assets in line with policies and regulatory standards.
• Exercise responsibility and integrity in handling hotel revenue.
• Perform any other duties as assigned by the Supervisor.

Job Requirements:

• Diploma/Degree in Hospitality Management or related field
• Minimum 3–5 years of supervisory or managerial experience in front office or guest services
• Strong leadership, coaching, and team management skills
• Excellent interpersonal and communication abilities
• Proven ability to handle guest complaints and resolve issues professionally
• Experience with hotel PMS (Property Management Systems), preferably Opera
• Good understanding of budgeting, cost control, and revenue generation
• Familiar with brand standards and service excellence principles
• Able to work flexible hours, including weekends and public holidays
• High attention to detail and a proactive problem-solver