Emerge Egress Consulting is a Management and Training Consulting established in 2017 (herein referred as EEC). EEC specializes in offering tailored and proficient HR Management training and team building services. We examine issues of concern in depth and we have specialized in training which looks at the demand for potential success of Government, Local ...

Role Objective:

Our client, a hotel, is seeking a proactive, confident, and guest-focused Duty Manager to oversee day-to-day hotel operations and ensure exceptional guest satisfaction at all times. The successful candidate will act as the key decision-maker on duty, coordinating departments, resolving guest issues, and ensuring smooth hotel operations in the absence of senior management.

Core Duties and Responsibilities

Oversee daily hotel operations to ensure smooth, efficient, and high-quality service delivery across all departments.

Act as the first point of escalation for guest complaints, requests, and emergencies, ensuring timely and effective resolution.

Monitor guest satisfaction and proactively address service gaps to enhance the overall guest experience.

Conduct regular property inspections to ensure cleanliness, safety, and brand standards are maintained.

Support the Front Office team with check-in, check-out, VIP arrivals, and special guest requests.

Ensure compliance with hotel policies, procedures, health, safety, and security standards.

Handle operational challenges and make quick, informed decisions to maintain service continuity.

Review daily reports including occupancy, revenue, guest feedback, and incident reports.

Assist in staff supervision, shift coordination, and performance monitoring across departments.

Support training and mentoring of staff to improve service delivery and operational efficiency.

Ensure proper handling of guest complaints, incidents, and follow-up actions are documented and resolved.

Promote a culture of professionalism, teamwork, and guest-centric service across all departments.

Perform any other duties assigned by senior management.

Key Competencies

Strong leadership and decision-making skills.

Excellent guest relations and conflict resolution abilities.

Ability to remain calm and effective under pressure.

Strong communication and interpersonal skills.

High level of integrity, responsibility, and professionalism.

Excellent problem-solving and critical thinking skills.

Strong coordination and multitasking abilities.

Flexible and willing to work shifts, weekends, and public holidays.

Passion for hospitality and service excellence.

Job Specifications and Qualifications

Degree or Diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major

Minimum of 3–5 years’ experience in hotel operations, with at least 1–2 years in a supervisory or Duty Manager role.

Proficiency with Property Management Systems.

• Oversee daily hotel operations to ensure smooth, efficient, and high-quality service delivery across all departments.
• Act as the first point of escalation for guest complaints, requests, and emergencies, ensuring timely and effective resolution.
• Monitor guest satisfaction and proactively address service gaps to enhance the overall guest experience.
• Conduct regular property inspections to ensure cleanliness, safety, and brand standards are maintained.
• Support the Front Office team with check-in, check-out, VIP arrivals, and special guest requests.
• Ensure compliance with hotel policies, procedures, health, safety, and security standards.
• Handle operational challenges and make quick, informed decisions to maintain service continuity.
• Review daily reports including occupancy, revenue, guest feedback, and incident reports.
• Assist in staff supervision, shift coordination, and performance monitoring across departments.
• Support training and mentoring of staff to improve service delivery and operational efficiency.
• Ensure proper handling of guest complaints, incidents, and follow-up actions are documented and resolved.
• Promote a culture of professionalism, teamwork, and guest-centric service across all departments.
• Perform any other duties assigned by senior management.

• Strong leadership and decision-making skills.
• Excellent guest relations and conflict resolution abilities.
• Ability to remain calm and effective under pressure.
• Strong communication and interpersonal skills.
• High level of integrity, responsibility, and professionalism.
• Excellent problem-solving and critical thinking skills.
• Strong coordination and multitasking abilities.
• Flexible and willing to work shifts, weekends, and public holidays.
• Passion for hospitality and service excellence.

• Degree or Diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
• Proficiency with Property Management Systems.