Hotel Duty Manager

The Hotel Duty Manager is the primary agent to ensure guest satisfaction and service recovery in the event of failure to meet service expectations. They must be responsive to the needs of all divisions and colleagues in the hotel and provide support and guidance as needed to ensure excellent guest experience and provide prompt and thorough follow up as needed.

The Hotel Duty Manager needs to be familiar and possess a sound knowledge of the overall hotel operations and monitors compliance with our Pillars, LQEs, Forbes and MOQA standards.

The Hotel Duty Manager plays a vital role within management during an emergency and should have a strong knowledge of FLHSS policies as they are the designated ERT leader in the event of an emergency. They are required to be the gatekeeper of all incidents, from information gathering, report writing, recommendation to prevent a repeat occurrence and ensuring the required amendments are made to policies. They must maintain good working relationship with leaders, peers and colleagues from other departments.