Duty Manager - Ascott Thonglor Bangkok

Job Title: Duty Manager

Department: Guest Service
Reports To: Guest Service Manager

Job Summary

The Duty Manager is responsible for overseeing the day-to-day hotel operations during assigned shifts, ensuring exceptional guest service, smooth departmental coordination, and compliance with hotel standards and procedures. The role acts as the management representative on duty and handles guest concerns, staff supervision, and operational issues.

Key Responsibilities

Operational Management

- Act as Manager on Duty (MOD) and oversee hotel operations across all departments

- Ensure smooth front office operations, including arrivals, departures, and guest requests

- Monitor room availability, occupancy, and VIP movements

- Handle emergency situations and ensure safety and security procedures are followed

Guest Experience

- Ensure high standards of guest service and hospitality at all times

- Handle guest complaints, incidents, and special requests professionally and promptly

- Build rapport with guests and ensure guest satisfaction and loyalty

- Follow up on guest feedback and service recovery actions

Team Supervision

- Supervise and support front office and operational staff during shifts

- Ensure staff adhere to hotel policies, SOPs, and grooming standards

- Conduct shift briefings and coordinate with department heads

- Assist in training and coaching of staff

Administration & Reporting

- Prepare daily reports, incident logs, and handover notes

- Ensure cash handling and night audit procedures are followed when applicable

- Coordinate with departments for maintenance issues and follow-ups

Compliance & Standards

- Ensure compliance with brand standards, hotel policies, and local regulations

- Support audits, inspections, and internal quality checks

- Promote a safe and professional working environment