| Detail | For this role |
|---|---|
| Department | Hospitality |
| Level | Manager |
| Reports to | Front Office Manager |
| Direct reports | Front Office Associate, Guest Relations Executive |
| Experience | 4 to 7 years in front office or operations |
Duty Manager job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Duty Manager
Department: Hospitality
Reports to: Front Office Manager
Location: [City], [office, branch or site]
About the role
A Duty Manager is the manager in charge during a shift, especially at night or when senior managers are off. They oversee the front desk and operations, handle guest issues, take decisions on the spot and keep the property safe and running. The role reports to the Front Office Manager or Resident Manager. A good Duty Manager stays calm in any situation, makes sound calls without waiting for approval and hands over a clean, well documented shift to the next manager.
Key responsibilities
- Take charge of hotel operations during the assigned shift, including nights.
- Oversee the front desk, check in, check out and room assignments.
- Handle guest complaints and emergencies and decide on the spot.
- Conduct property rounds to check safety, security and service standards.
- Coordinate with housekeeping, security and other teams during the shift.
- Authorise room moves, upgrades and service recovery within limits.
- Manage VIP arrivals and special requests during the shift.
- Record shift events, incidents and follow ups in the logbook.
- Handle billing disputes and cash matters at the front desk.
- Brief the next shift and hand over pending issues clearly.
Requirements
- Degree or diploma in hotel management
- Front office supervisory experience
- Comfort handling night shifts
- 4 to 7 years in front office or operations
KRAs and KPIs for a Duty Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Shift management | Shifts run with no unresolved incident handed over without a plan |
| Guest satisfaction | Guest issues in the shift resolved to satisfaction within agreed limits |
| Safety and security | Property rounds completed and no safety lapse during the shift |
| Service recovery | Complaints recovered within the authority given without needless escalation |
| Handover | Clean, documented shift handover to the next manager every time |
Skills and tools
Tools used day to day: Property management system, Key card system, MS Excel, Logbook, POS billing.
Reporting line and career path
Next roles: Front Office Manager, Resident Manager, Guest Relations Manager
Interview questions for a Duty Manager
- How do you handle a guest emergency at 2 am with no senior around?
- How do you decide on a room upgrade or service recovery on the spot?
- What do you check on your night property rounds?
- How do you handle an overbooking at check in?
- How do you write a shift handover the next manager can act on?
- How do you stay calm when several issues hit at once?
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What does a Duty Manager do?
A Duty Manager is the manager in charge during a shift, especially at night. They oversee the front desk and operations, handle guest complaints and emergencies, take decisions on the spot, run property rounds and keep the hotel safe. They log the shift and hand over cleanly, reporting to the Front Office Manager or Resident Manager.
Why do hotels need a Duty Manager at night?
Hotels run around the clock, so someone must be in charge when senior managers are off. The Duty Manager handles late check ins, guest issues, emergencies and security through the night, making decisions without waiting for approval. This keeps guests looked after and the property safe at all hours.
What qualifications does a Duty Manager need?
Most Duty Manager roles ask for a degree or diploma in hotel management with front office supervisory experience and four or more years in operations. Comfort with night shifts, calm decision making and strong guest handling matter most, along with command of the property management system.