Duty Manager

The role of a Duty Manager is integral to ensuring the smooth and efficient operation of an establishment, whether it be a hotel, retail store, or other commercial setting. Duty Managers are primarily responsible for overseeing the day-to-day operations during their shifts, ensuring the highest standards of service and customer satisfaction are consistently met. They act as the main point of contact for customers, handling inquiries, issues, and complaints to guarantee a positive experience. This position requires a strong leader who can effectively manage a team, delegate tasks, and maintain a high level of motivation among staff. Duty Managers must also ensure compliance with company policies, health and safety standards, and financial procedures, while also addressing any emergencies or unexpected situations with poise and efficiency. This multifaceted role demands excellent communication skills, a keen attention to detail, and the ability to work under pressure in a fast-paced environment. 

Responsibilities:

• Oversee daily operations to ensure services are delivered to optimum standards.
• Manage and lead staff during shifts by delegating tasks effectively.
• Respond promptly and professionally to customer inquiries and complaints.
• Ensure the adherence to company policies and all relevant regulations.
• Monitor staff performance and provide feedback to encourage improvement.
• Facilitate communication between departments to ensure operations run smoothly.
• Handle emergency situations and any unexpected issues promptly and efficiently.
• Maintain detailed records of operations and report any significant incidents.
• Implement health and safety procedures to create a secure working environment.
• Coordinate with suppliers as needed to ensure appropriate inventory levels.
• Prepare shift summaries and reports for review by higher management.
• Promote a culture of excellent customer service among all staff members.

Requirements:

• Relevant experience in a supervisory or management position is required.
• Strong leadership skills with the ability to motivate and manage a team.
• Excellent communication and interpersonal skills to interact with others effectively.
• Proven ability to handle customer issues and efficiently resolve complaints.
• Proficiency with basic office software and point-of-sale systems is advantageous.
• Ability to work under pressure and handle emergency situations calmly.
• Familiarity with health and safety regulations or willingness to obtain training.
• Flexibility to work various shifts including evenings, weekends, and holidays.
• Strong organizational skills and an eye for detail are essential.
• Bachelor’s degree in hospitality management or a related field is desirable.