Duty Manager

Key Accountabilities:

Shift Management & Hotel Standards

• Complete a structured start-of-shift briefing covering occupancy, arrivals and departures, VIPs, group movements, functions, staffing, defects and outstanding guest issues.

• Maintain a visible presence in reception, lobby, bar, breakfast and other high-traffic areas; deploy assistance where guest demand is highest.

• Carry out shift walk-rounds of public areas, guest facilities and key back-of-house spaces; correct issues or allocate and follow up actions.

• Keep accurate duty logs, incident records and clear written handovers for the incoming Duty Manager and relevant department heads.

• Act promptly on service delays, unexpected absences, guest complaints and operational disruptions, escalating matters beyond delegated authority.

Front Office & Guest Journey

• Support reception with check-in, check-out, billing queries, room allocations and queue management during busy periods.

• Check arrival readiness, early-arrival requests, room moves, late check-outs and special guest requirements with Reception and Housekeeping.

• Ensure the front desk, entrance, lobby, luggage arrangements and guest information are presented to hotel standard.

• Provide practical guidance to reception colleagues on service recovery, accurate communication, upselling opportunities and professional guest interaction.

• Review unresolved guest requests, room-status discrepancies and complaints before shift end and ensure ownership is clearly assigned.

Food & Beverage Service

• Provide active operational support for breakfast, bar, lounge, restaurant interfaces and hotel functions at peak service times.

• Check service readiness: cleanliness, table presentation, staffing, menus, tills, stock essentials and guest-facing standards.

• Monitor guest waiting times, order flow, replenishment, clearing and staff attentiveness; intervene when service falls behind.

• Support F&B supervisors with floor coordination, breaks, immediate staffing priorities and guest complaint resolution.

• Help maintain food safety, allergen communication, responsible alcohol service and licensing procedures; escalate breaches to the responsible manager.

• Coordinate with the Restaurant Manager where service or guest requirements cross between The Avenue Brasserie and hotel operations, respecting the restaurant’s own management structure.

Guest Relations & Service Recovery

• Act as a readily available management contact for guests throughout the shift, responding calmly and professionally.

• Take ownership of operational complaints, including room problems, noise, delays, billing discrepancies and food or beverage service concerns.

• Offer appropriate remedies within approved authorisation limits; document compensation, incidents and further follow-up.

• Identify repeated issues and communicate practical corrective actions to the Operations Manager and departmental managers.

Team Supervision & Communication

• Lead by example in punctuality, presentation, hospitality and respectful communication with colleagues.

• Brief, direct and coach team members on shift while respecting departmental reporting lines.

• Support short-notice cover and shift adjustments in consultation with relevant managers; ensure breaks and staffing levels remain workable.

• Record and escalate repeated lateness, conduct or performance concerns rather than independently undertaking formal disciplinary procedures.

Safety, Security & Maintenance

• Complete required duty checks including fire exits, public-area hazards, security issues and relevant opening or closing procedures.

• Follow emergency, evacuation, safeguarding, first-aid and incident-reporting procedures and contact the appropriate emergency or senior support when needed.

• Log urgent bedroom and public-area defects and follow through with Maintenance and Reception on guest-impacting fixes.

• Handle cash, keys, access controls and end-of-shift checks according to hotel policy and delegated permissions.

Shift Controls & Reporting

• Check that service checklists, handovers, relevant cash/till controls and daily operational records are completed accurately.

• Flag staffing inefficiencies, wastage, service bottlenecks and revenue opportunities to the relevant manager.

• Provide a concise end-of-shift update covering guest issues, incidents, operational risks, unfinished tasks and actions required.

Measures of Success:

• Consistent shift handovers; smooth check-in/check-out and F&B service; timely guest complaint resolution; completed operating and safety checks; positive guest feedback; and prompt closure or escalation of defects and incidents.

Company Benefits:

As an award-winning, family-owned hotel, we offer our staff the chance to become “part of the family!” Your employee benefits will include the following:

• Competitive salary and performance-based bonuses.

• Internal growth and professional development opportunities.

• 28 days' holiday for full-time staff.

• Departmental incentives including employee discounts on hotel stays and dining.

• Discounted friends and family rates.

This job description is not exhaustive; therefore, the job holder may be required, from time to time, to conduct tasks as and when requested by Hotel Management.