Duty Manager – Luxury Hotel Operations

About the role

We are seeking a highly motivated Duty Manager to lead daily operations within the Rooms Division of our luxury resort. Reporting to the Front Office Manager and, in their absence, to the Director of Rooms, you will ensure seamless guest experiences and uphold the brand’s standards of excellence.

Key responsibilities

• Serve as the primary point of contact for all guest matters during your shift, delivering immediate and personalized solutions.
• Supervise front office, concierge, Butler service and related operational teams, ensuring consistent adherence to luxury brand standards.
• Handle VIP arrivals, special requests and guest complaints with discretion and professionalism.
• Conduct regular property walkthroughs to monitor cleanliness, safety and overall guest experience.
• Collaborate with department heads to facilitate smooth inter‑departmental operations and communication.
• Manage emergency situations, incident reporting and enforce health & safety protocols.
• Provide leadership, coaching and support to junior staff, fostering a culture of excellence.
• Monitor daily occupancy, arrivals and departures, preparing for high‑profile guests and special events.
• Allocate Butler assignments for a minimum seven‑day period and oversee upselling and revenue opportunities.
• Represent senior management in their absence and make critical decisions as required.

Required profile

• Service‑oriented professional with strong leadership and communication abilities.
• Proven experience in luxury hotel front office or rooms division operations.
• Ability to manage high‑pressure situations, guest complaints and emergency incidents.
• Attention to detail and commitment to maintaining brand standards.
• Flexibility to work varied shifts, including weekends and holidays.

Required skills