Duty Manager – Service Apartments

Reports to:

Director of Operations (DOO)

Position Summary:

The Duty Manager is responsible for the seamless and profitable operation of the service apartments during their assigned shifts. Acting as the primary point of contact, this role ensures the highest standards of guest service, health and safety, and security are maintained. The Duty Manager leads by example, coordinating all departments, resolving issues with professionalism, and taking a proactive approach to maximising revenue opportunities.

Key Responsibilities

1. Guest Experience & Relations

• Serve as the on-site representative for all guest inquiries, feedback, and service recovery, ensuring a personalised and exceptional experience.
• Ensure prompt, empathetic, and professional resolution of any guest issues.
• Proactively monitor guest satisfaction levels and implement measures to enhance service delivery.

2. Revenue Management & Upselling

• Possess a thorough understanding of room rates, packages, and structures as set by the Resident Manager.
• Actively promote and upsell apartment upgrades and additional services to maximise revenue.
• Manage and control daily late check-out requests in line with policy to optimise apartment availability and profitability.

3. Operational Oversight

• Supervise the front office, housekeeping, and maintenance teams during the shift to ensure seamless operations.
• Ensure all Standard Operating Procedures (SOPs) are strictly followed for check-in/out, room readiness, and security protocols.
• Conduct daily briefings and comprehensive handovers to ensure continuity and effective communication across all shifts.

4. Safety, Security & Compliance

• Act as the designated lead for the Fire Evacuation Policy, participating in and supporting the two mandatory annual drills: one for internal employees and a second with tenant participation.
• Conduct regular and random checks of the entire property to ensure all areas are secure, safe, and well-maintained.
• Respond to all emergencies and incidents with calm and clarity, executing established procedures.
• In the event of a tenant incident, lead the preliminary investigation in coordination with Security personnel, ensuring a thorough and discreet process, and submit a detailed incident report to management.

5. Team Leadership

• Guide, support, and motivate team members to deliver consistent, high-quality service.
• Address performance gaps promptly and provide constructive feedback; escalate HR matters to the DOO as needed.
• Foster a collaborative, accountable, and positive work culture.

6. Administrative Duties

• Oversee inventory levels for amenities, keys, and operational supplies.
• Support front office with rate adjustments, guest billing, and revenue protection.
  Prepare detailed shift reports and escalate any operational concerns to the Director of Operations.

Person Specification & Requirements

1. Essential Qualifications & Experience:

• Diploma or Degree in Hospitality Management, Business, or a related field.
• Minimum of 2–3 years' experience in a front office or guest services supervisory role, preferably within service apartments or a hotel environment.
• Proven experience in incident management and investigation.

2. Essential Skills & Knowledge:

• Strong leadership, interpersonal, and problem-solving skills.
• Excellent command of both verbal and written English.
• Proficient in property management systems (e.g., Opera, RMS, CloudBeds etc.).
• In-depth knowledge of fire safety procedures and security protocols.
• Commercially aware with a proven ability to understand rate structures and maximise upselling opportunities.

3. Personal Attributes:

• Proactive, vigilant, and demonstrates sound judgement.
• Able to remain calm and effective under pressure.
• Flexible and able to work shifts, including weekends and public holidays.