Duty Manager voco

The Duty Manager plays a key leadership role in ensuring smooth daily hotel operations and delivering outstanding guest service. As the manager on duty, you will oversee multiple departments, handle guest concerns, and act as the key point of contact in the absence of senior management. This role requires strong problem-solving skills, a proactive approach to guest satisfaction, and a firm grasp of hotel operations.

YOUR DAY-TO-DAY:

• Oversee the day-to-day operations of the hotel during assigned shifts, ensuring all departments are functioning effectively.
• Act as the primary point of contact for guests, handling complaints, special requests, and emergency situations with professionalism and efficiency.
• Coordinate with front office, housekeeping, food & beverage, security, and other departments to resolve issues and enhance the guest experience.
• Conduct regular inspections of public areas, guest rooms, and back-of-house areas to ensure cleanliness, safety, and service standards.
• Manage VIP arrivals and special events, ensuring all preferences and requests are fulfilled.
• Ensure compliance with hotel policies, procedures, health & safety regulations, and brand standards.
• Maintain a visible presence in guest-facing areas to promote engagement and service excellence.
• Prepare end-of-shift reports and communicate key information to management and incoming duty teams.
• Monitor staff performance and provide real-time support and guidance as needed.
• Assist with training and mentoring team members to uphold service quality and operational standards.

WHAT WE NEED FROM YOU:

• Proven experience in hotel operations, preferably with 2+ years in a supervisory or managerial capacity.
• Strong leadership and conflict resolution skills.
• Excellent communication, interpersonal, and organizational abilities.
• Knowledge of front office systems and hotel operations software (e.g., Opera, PMS, POS).
• Ability to handle high-pressure situations and make effective decisions quickly.
• Flexible availability, including weekends, nights, and holidays.