Act as the Manager on Duty (MOD) and oversee the smooth and efficient operation of the hotel during the assigned shift
Ensure that all hotel departments maintain established service standards, operating procedures, and guest service expectations
Monitor daily hotel operations, including Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other operating departments
Ensure a seamless guest journey from arrival, stay, and departure, with particular attention to VIPs, repeat guests, and high-profile clients
Monitor and manage OPERA PMS activities, including room status, room assignments, arrivals, departures, room moves, guest profiles, and other front office transactions
Conduct regular rounds of the property to ensure hotel cleanliness, safety, presentation, and operational readiness
Handle and resolve guest complaints, service recovery cases, and operational concerns promptly and professionally
Empower and guide department supervisors and associates in resolving guest and operational issues
Coordinate with relevant departments to ensure timely resolution of maintenance, housekeeping, F&B, security, and guest-related concerns
Monitor hotel occupancy, room availability, VIP arrivals, special occasions, group movements, and other important operational activities
Ensure proper coordination for VIP arrivals, special requests, amenities, room upgrades, and other guest requirements
Review and ensure proper completion of shift reports, incident reports, handover reports, and other operational documentation
Take immediate and appropriate action during emergencies, accidents, security incidents, guest medical concerns, fire alarms, and other unforeseen situations, in accordance with hotel emergency procedures
Ensure proper cash handling, key control, guest information confidentiality, and compliance with hotel security policies
Coordinate with Security and other departments on incidents involving guests, employees, hotel property, or safety and security concerns
Monitor guest feedback and identify opportunities to improve guest satisfaction and operational efficiency
Conduct regular briefings and communicate important operational updates to the relevant departments and shift teams
Ensure that all associates demonstrate professional grooming, proper guest engagement, and adherence to hotel service standards
Support the Front Office team during peak periods and assist in resolving operational bottlenecks
Monitor and follow up on outstanding guest concerns until proper resolution and closure
Prepare and endorse a comprehensive shift handover to the incoming Duty Manager or management team
Ensure compliance with hotel policies, company standards, safety regulations, and applicable legal requirements
Perform other duties and responsibilities that may be assigned by the General Manager, Rooms Division Manager, or senior management
.
Qualifications
Bachelor's degree in Hospitality Management, Hotel and Restaurant Management, Tourism, Business Administration, or a related field
Minimum of 3–5 years of relevant hotel operations experience, preferably with experience in a 4-star or 5-star hotel
Previous experience in a Duty Manager, Assistant Front Office Manager, Front Office Manager, or equivalent supervisory/management role is preferred
Strong operational background in Front Office, Rooms Division, Guest Services, and overall hotel operations
Proficient in OPERA PMS and familiar with hotel systems, room inventory management, reservations, cashiering, check-in/check-out, and guest profile management
Strong knowledge of hotel policies, procedures, service standards, and guest recovery practices
Excellent leadership, communication, interpersonal, and decision-making skills
Customer-focused with a strong commitment to delivering 5-star service standards and guest satisfaction
Ability to handle guest complaints, operational issues, emergencies, and service recovery situations professionally and efficiently
Strong problem-solving and conflict-resolution skills
Able to work independently and make sound decisions in the absence of senior management
Willing to work on shifting schedules, weekends, holidays, and overnight shifts as required
Well-groomed, professional, and able to represent the hotel appropriately at all times
Strong computer skills and proficiency in Microsoft Office application
Experience in handling VIP guests, corporate accounts, group arrivals, hotel events, and special requests is an advantage
