# Job Description – Duty Manager
**Job Title:** Duty Manager
**Department:** Rooms Division / Front Office
**Reports To:** Front Office Manager / Rooms Division Manager
## Job Summary
The Duty Manager is responsible for overseeing the overall hotel operations during assigned shifts, ensuring exceptional guest experiences and maintaining the highest standards of luxury hospitality. As the Manager on Duty (MOD), the role serves as the primary point of contact for guests, associates, and operational departments, ensuring smooth coordination, prompt resolution of guest concerns, and compliance with hotel policies and brand standards.
## Key Responsibilities
### Hotel Operations
* Act as the Manager on Duty (MOD) and oversee the hotel's overall operations during assigned shifts.
* Ensure all operational departments function efficiently, including Front Office, Housekeeping, Food & Beverage, Engineering, Security, and Concierge.
* Conduct regular inspections of public areas, guest rooms, back-of-house areas, and hotel facilities to maintain luxury standards.
* Ensure all operational procedures and brand standards are consistently followed.
* Coordinate with department heads to ensure seamless guest service delivery.
### Guest Experience
* Deliver personalized and memorable guest experiences in line with luxury hospitality standards.
* Welcome and attend to VIPs, long-stay guests, repeat guests, and special arrivals.
* Handle guest complaints, service recovery, and emergency situations promptly and professionally.
* Monitor guest feedback and implement corrective actions to improve guest satisfaction.
* Ensure all guest requests are resolved within established service standards.
### Team Leadership
* Provide operational leadership and support to all departments during assigned shifts.
* Conduct shift briefings and communicate important operational updates.
* Coach and mentor associates to maintain high service standards.
* Foster teamwork and collaboration across all departments.
* Ensure associates maintain professional grooming and conduct.
### Revenue & Business Support
* Support room revenue optimization by coordinating with Front Office and Reservations.
* Monitor room inventory, occupancy levels, and guest movement.
* Assist in minimizing operational losses and revenue leakage.
* Ensure proper handling of cash, billing, and guest accounts in accordance with hotel procedures.
### Safety, Security & Emergency Response
* Lead emergency response procedures, including fire, medical incidents, power failures, and evacuation when required.
* Ensure compliance with health, safety, security, and statutory regulations.
* Coordinate with Security and Engineering during operational incidents.
* Maintain detailed incident reports and follow-up actions.
### Administrative Responsibilities
* Prepare and submit the Manager on Duty (MOD) report at the end of each shift.
* Record and follow up on guest incidents, maintenance issues, and operational concerns.
* Monitor departmental handovers and ensure effective communication between shifts.
* Assist with internal audits and quality assurance inspections.
* Ensure confidentiality of guest information and hotel operations.
## Qualifications
* Bachelor's degree or Diploma in Hotel Management, Hospitality Management, or a related field.
* Minimum 5–8 years of experience in Front Office or Rooms Division operations, including at least 2–3 years in a supervisory or managerial role within a luxury hotel.
* Experience as a Duty Manager or Assistant Front Office Manager in a five-star hotel is preferred.
* Proficiency in Property Management Systems (Opera, Opera Cloud, IDS, or equivalent).
* Strong understanding of luxury hospitality standards and guest service excellence.
## Skills & Competencies
* Outstanding guest relations and customer service skills.
* Strong leadership and decision-making abilities.
* Excellent communication and interpersonal skills.
* Conflict resolution and complaint-handling expertise.
* Operational planning and coordination.
* Crisis and emergency management.
* Financial awareness and revenue management knowledge.
* Time management and multitasking.
* Attention to detail and problem-solving.
* Professional presentation and grooming.
## Key Performance Indicators (KPIs)
* Guest Satisfaction Index (GSI) and online review scores.
* Guest complaint resolution time and service recovery effectiveness.
* VIP guest satisfaction and repeat guest feedback.
* Brand standard and quality audit compliance.
* Operational efficiency during shifts.
* Incident management and emergency response effectiveness.
* Employee engagement and teamwork.
* Revenue protection and operational cost control.
## Preferred Experience
Pay: ₹35,312.70 - ₹57,176.10 per month
Benefits:
- Flexible schedule
- Food provided
Application Question(s):
- Are you working in Luxury hotel ?
Education:
Experience:
- Front desk: 5 years (Required)
- Hospitality: 5 years (Required)
Location:
- Bengaluru, Karnataka (Bengaluru, Bengaluru Urban District) (Required)
Work Location: In person
