Hard Rock Hotel - Duty Manager

Lifestyle Group; Newport; On-site; GBP 29,000 - 42,000; Full time

Benefits offered by this job

Full-time employment

Professional development opportunities

Career progression

Job summary

Hard Rock Hotel Malta seeks an experienced Duty Manager to lead daily hotel operations and ensure exceptional guest experiences. You will oversee multiple departments, uphold brand standards, and act as the on-duty senior operations representative, guiding team members and resolving issues as they arise.

The role requires strong leadership, problem-solving, and clear English communication, with a focus on maintaining service quality and safety across all areas of the property.

Qualifications

• Experience in a Duty Manager or senior operations role in a hotel.
• Strong leadership and decision-making skills.
• Proven ability to handle guest complaints and service recovery.
• Excellent English communication and interpersonal skills.

Responsibilities

• Oversee the daily hotel operations and coordinate between departments.
• Act as senior operations representative on duty during shifts.
• Maintain hotel service standards and brand procedures.
• Monitor guest satisfaction and address complaints promptly.
• Ensure incidents and operational matters are properly recorded and followed up.
• Coordinate with departments to address maintenance and housekeeping needs.

Skills

Leadership

Guest service

Problem solving

Operations coordination

Communication skills

English fluency

Tools

Microsoft Office

Hotel management systems

Job description

At Hard Rock Hotel Malta, we are looking for an experienced, dynamic and guest-focused Duty Manager to join our team.

The ideal candidate will have a strong background in hotel operations, excellent leadership and problem-solving skills, and a genuine passion for delivering exceptional guest experiences.

The successful candidate will be responsible for overseeing the hotel's daily operations, ensuring that all departments operate smoothly and efficiently, maintaining high service standards and acting as a key point of contact for Team Members and guests.

Key Responsibilities

• Oversee the daily operations of the hotel, ensuring smooth coordination between all departments.
• Act as the senior operational representative on duty, taking responsibility for the hotel's overall performance during assigned shifts.
• Ensure that all departments consistently maintain the hotel's service standards, operational procedures and Hard Rock brand standards.
• Monitor guest satisfaction, address complaints and resolve operational issues promptly and professionally.
• Handle guest concerns and service recovery situations, ensuring appropriate follow-up and resolution.
• Conduct regular inspections of the hotel's public areas, guest rooms and operational facilities to ensure standards of cleanliness, presentation and maintenance are maintained.
• Work closely with Heads of Department and their teams to ensure effective communication and coordination across the hotel.
• Support and guide Team Members, providing direction and assistance where required to maintain operational efficiency.
• Monitor daily operations, identify potential issues and take appropriate action to prevent disruptions to the guest experience.
• Ensure that all incidents, complaints and operational matters are properly recorded, reported and followed up.
• Coordinate with the relevant departments to address maintenance issues, housekeeping requirements and other operational needs.
• Ensure compliance with hotel policies, health and safety regulations, emergency procedures and applicable legislation.
• Support the implementation and consistent application of hotel policies and procedures.
• Assist in managing emergency situations, ensuring the safety and wellbeing of guests and Team Members.
• Monitor VIP arrivals, special requests and other important guest requirements, ensuring appropriate arrangements are in place.
• Prepare shift handover reports and communicate relevant operational updates to management and incoming duty personnel.
• Support the hotel management team in identifying opportunities to improve operational efficiency, guest satisfaction and service delivery.
• Perform any other duties that may be assigned by management.

Requirements

• Previous experience in a Duty Manager, Assistant Front Office Manager or other senior operational position within a hotel environment.
• Strong understanding of hotel operations, with the ability to coordinate and oversee multiple departments.
• Excellent leadership and decision-making skills, with the ability to take ownership and act confidently in challenging situations.
• Proven ability to handle guest complaints, resolve conflicts and manage service recovery effectively.
• Strong knowledge of hospitality service standards and guest experience expectations.
• Excellent communication, interpersonal and problem-solving skills.
• Ability to remain calm and professional under pressure and manage competing operational priorities.
• Strong organisational skills, attention to detail and the ability to prioritise effectively.
• A proactive and hands-on approach, with the ability to lead by example and support operational teams.
• Good understanding of health and safety requirements, hotel policies and operational procedures.
• Proficiency in Microsoft Office and familiarity with hotel management systems.
• Excellent command of written and spoken English.
• Flexibility to work shifts, including evenings, weekends and public holidays, according to operational requirements.
• Applicants must either be currently residing in Malta or hold a valid EU passport.

What We Offer

• Full-time employment within an established hospitality group.
• A dynamic, supportive and professional working environment.
• Opportunities for professional development and career progression.
• The opportunity to take on a key operational leadership role within Hard Rock Hotel Malta.
• The opportunity to work within a luxury lifestyle hotel under an internationally recognised brand.