Duty Manager
Department: Operations
Position Summary
We are seeking a highly motivated and proactive Duty Manager to oversee daily operations and ensure the smooth and efficient running of our [facility/business]. As the primary point of contact during your shift, you will be responsible for maintaining our high standards of service, safety, and security. You will lead by example, resolve issues promptly, and ensure that every customer and team member has a positive experience.
Key Responsibilities
Operational Excellence:
- Manage and supervise all daily operational activities during the assigned shift.
- Ensure all company policies, procedures, and brand standards are consistently met.
- Conduct regular walk-throughs of the facility to ensure cleanliness, order, and presentation standards are upheld.
- Coordinate with various departments (e.g., Front Desk, Housekeeping, Food & Beverage, Sales) to ensure seamless service delivery.
- Handle opening and closing procedures as required.
Team Leadership & Supervision:
- Provide direct supervision, support, and guidance to team members on shift.
- Delegate tasks effectively and ensure team members have the resources needed to succeed.
- Act as a role model for excellent customer service and professional conduct.
- Assist in the training and development of new and existing staff.
Customer Service & Guest Relations:
- Act as the senior point of contact for customer inquiries, feedback, and complaints.
- Proactively engage with customers to ensure their satisfaction and address any issues swiftly and professionally.
- Handle escalated situations with tact, diplomacy, and a solutions-oriented approach.
- Empower your team to resolve customer issues at the point of contact.
Safety & Security:
- Ensure the safety and security of all guests, staff, and company assets.
- Monitor security systems and respond to any alarms or incidents.
- Lead the initial response to emergencies (e.g., medical, fire, security breach) following established protocols.
- Conduct routine safety checks and ensure all equipment is functioning correctly.
- Accurately log all incidents and prepare detailed reports.
Administrative Duties:
- Complete end-of-shift reports, including cash handling summaries, incident logs, and operational summaries.
- Manage cash floats and oversee point-of-sale transactions.
- Assist with inventory control and stock management.
- Provide handover briefings to the incoming Duty Manager or management team.
Qualifications & Experience
Required:
- Proven experience of [e.g., 2+ years] in a supervisory or duty manager role within the [hospitality/retail/leisure] industry.
- Strong leadership skills with the ability to motivate and manage a diverse team.
- Exceptional customer service and interpersonal skills.
- Excellent problem-solving and decision-making abilities under pressure.
- Solid understanding of health, safety, and security regulations.
- Proficiency with relevant computer systems (e.g., MS Office, POS systems, property management software).
- Flexibility to work a variety of shifts, including early mornings, late nights, weekends, and public holidays.
Preferred:
- A relevant qualification in Business Management, Hospitality, or a related field.
- First Aid and CPR certification.
- Knowledge of budgeting and financial reporting principles.
- Experience in handling emergency situations.
Core Competencies
- Leadership & People Management
- Communication (Verbal & Written)
- Problem-Solving & Initiative
- Resilience & Composure under Pressure
- Customer Focus
- Teamwork & Collaboration
- Attention to Detail
What We Offer
- A competitive salary and performance-based bonuses.
- Comprehensive benefits package (e.g., health insurance, retirement plan).
- Opportunities for professional development and career progression.
- A dynamic and supportive work environment.
