Job Description As Duty Manager, you are the on-the-ground leader who keeps Front Office and hotel operations flowing, removing stress for guests and Heartists® so they can focus on creating moments that matter. Working closely with the Front Office Manager, you step in where needed, provide calm and solutions-focused support, and champion progressive new ideas that elevate the guest experience. You are visible and approachable in the lobby, proactive in resolving issues before they escalate, and confident managing busy periods, events and complex guest situations with warmth and professionalism. Key Responsibilities Oversee Front Office and overall hotel operations during your shift, ensuring smooth, efficient and guest-focused service at all times. Act as the primary point of escalation for guest concerns, conflicts, emergencies and incident response, maintaining a calm and reassuring presence. Train, coach and assess Heartists® to meet brand standards, behaviours and service culture, providing real-time feedback and mentoring on shift. Liaise closely with Housekeeping, Food & Beverage, Engineering and other departments to anticipate and respond to guest needs and operational requirements. Complete daily reporting, handovers and follow-up actions to track department targets, service recovery and operational performance. Support the Rooms Division Manager with procedures, compliance, cash handling, PMS accuracy and continuous improvement of Front Office processes.
