Duty Manager - K.B.C. Associates Ltd : Job Details

The Role

seeking an experienced enthusiastic, customer orientated, passionate Duty Manager. As Duty Manager your key responsibilities include:

• To deal efficiently and courteous with any guest enquiries or complaints. Follow-up and ensure guest satisfaction and communicate issues to management
• Supervise all aspects of front office operations and ensure that correct procedures are followed
• To be familiar with all Reception tasks and ensure smooth running of front desk
• To complete an accurate handover of daily events from one shift to the next, ensuring that all details are communicated and followed-up
• Assume responsibility for the overall hotel at times when senior managers are not in house
• Assume responsibility for handling all accident and incident reports and logging and communication of the correct and precise information
• Knowledge of policies and procedures & legal requirements
• Promoting and selling hotel facilities
• Positive attitude to up-selling and other such programs
• Making sure that guest privacy is maintained at all times

Work Hour and Schedule

• Work on a scheduled shift rota, including availability on weekends and public holidays

Brief Responsibilities

• Ensure all guest interactions are delivered with professionalism, warmth, and a commitment to exceeding expectations.
• Lead guest check-in and check-out procedures, ensuring accuracy in room assignments, billing, and overall guest experience.
• Handle guest complaints, concerns, and emergencies promptly and effectively, using sound judgment to ensure resolution and satisfaction.
• Engage regularly with guests through meet-and-greets, courtesy calls, and stay follow-ups - particularly with VIPs and special guests - to create personalized and memorable experiences.
• Prepare and manage the daily VIP arrival list, ensuring relevant departments are informed and any special arrangements are executed to standard.
• Oversee daily front office operations, ensuring consistent service delivery, adherence to brand standards, and guest satisfaction across all shifts.
• Supervise and support Guest Services associates including Front Desk, concierge, and Night Staff, fostering a high-performance and service-focused culture.
• Conduct daily briefings and shift handovers to maintain operational consistency, and ensure team awareness of VIPs, service updates, and performance targets.
• Provide Night Manager coverage when required, assuming full responsibility for overnight operations including guest service, night audit, report generation, and hotel security.
• Monitor team performance on the floor, offering real-time coaching, motivation, and recognition to uphold service excellence.
• Maintains strong coordination with Housekeeping, Reservations, Engineering, Security, and Food & Beverage teams to ensure guest needs are met.
• Serves as Manager on Duty when scheduled, ensuring smooth operations across all departments.
• Leads emergency response protocols during their shift and ensures team members are familiar with evacuation and safety procedures.
• Deliver effective onboarding and ongoing training to ensure team knowledge of hotel standards, sales targets, and operational procedures.
• Support recruitment, scheduling, and performance reviews, working with the Front Office Manager to drive engagement and results.
• Carry out all reasonable tasks as designated by senior or higher management.

Reports To: Front Office Manager