Duty Manager

Seda Hotels; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Seda Hotels in the Philippines is seeking a Manager on Duty to lead hotel operations during the assigned shift, ensuring every department delivers consistent 5-star service and adheres to SOPs. You will manage the guest journey from arrival to departure, with special attention to VIPs and high-profile guests.

You will actively monitor OPERA PMS activities, conduct rounds for safety and presentation, resolve guest issues promptly, and coordinate with departments to address maintenance, security,

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• 3–5 years of hotel operations experience, preferably with 4- or 5-star hotels.
• Previous Duty Manager or Front Office supervisory experience preferred.
• Strong knowledge of Front Office, Rooms, and guest services.
• Proficient in OPERA PMS and hotel systems (room inventory, reservations, cashiering).
• Excellent leadership, communication, and decision-making skills.
• Customer-focused with a track record of 5-star service.
• Able to work shifts, including weekends and holidays.

Responsibilities

• Oversee hotel operations during assigned shift to ensure smoothness and efficiency.
• Ensure all departments adhere to service standards and SOPs.
• Monitor Front Office, Housekeeping, F&B, Engineering, Security, and other areas.
• Ensure seamless guest journey from arrival to departure, including VIPs.
• Manage OPERA PMS activities: room status, arrivals, departures, guest profiles.
• Conduct regular property rounds to verify cleanliness, safety, and readiness.
• Resolve guest complaints and service recovery promptly and professionally.
• Guide department supervisors and associates in handling issues.
• Coordinate with departments to resolve maintenance, F&B, security, and guest concerns.
• Monitor occupancy, VIP arrivals, group movements, and special events.
• Ensure proper VIP arrivals, special requests, amenities, and upgrades.
• Review and endorse shift handover and incident reports.
• Take action during emergencies per hotel procedures.
• Ensure cash handling, key control, and guest information confidentiality.
• Communicate operational updates via briefings to teams.

Skills

Leadership

Customer service

Communication

Decision making

Problem solving

Grooming/professionalism

MS Office

Education

Bachelor’s degree in Hospitality Management

Tools

OPERA PMS

Microsoft Office

Job description

• Act as the Manager on Duty (MOD) and oversee the smooth and efficient operation of the hotel during the assigned shift
• Ensure that all hotel departments maintain established service standards, operating procedures, and guest service expectations
• Monitor daily hotel operations, including Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other operating departments
• Ensure a seamless guest journey from arrival, stay, and departure, with particular attention to VIPs, repeat guests, and high-profile clients
• Monitor and manage OPERA PMS activities, including room status, room assignments, arrivals, departures, room moves, guest profiles, and other front office transactions
• Conduct regular rounds of the property to ensure hotel cleanliness, safety, presentation, and operational readiness
• Handle and resolve guest complaints, service recovery cases, and operational concerns promptly and professionally
• Empower and guide department supervisors and associates in resolving guest and operational issues
• Coordinate with relevant departments to ensure timely resolution of maintenance, housekeeping, F&B, security, and guest-related concerns
• Monitor hotel occupancy, room availability, VIP arrivals, special occasions, group movements, and other important operational activities
• Ensure proper coordination for VIP arrivals, special requests, amenities, room upgrades, and other guest requirements
• Review and ensure proper completion of shift reports, incident reports, handover reports, and other operational documentation
• Take immediate and appropriate action during emergencies, accidents, security incidents, guest medical concerns, fire alarms, and other unforeseen situations, in accordance with hotel emergency procedures
• Ensure proper cash handling, key control, guest information confidentiality, and compliance with hotel security policies
• Coordinate with Security and other departments on incidents involving guests, employees, hotel property, or safety and security concerns
• Monitor guest feedback and identify opportunities to improve guest satisfaction and operational efficiency
• Conduct regular briefings and communicate important operational updates to the relevant departments and shift teams
• Ensure that all associates demonstrate professional grooming, proper guest engagement, and adherence to hotel service standards
• Support the Front Office team during peak periods and assist in resolving operational bottlenecks
• Monitor and follow up on outstanding guest concerns until proper resolution and closure
• Prepare and endorse a comprehensive shift handover to the incoming Duty Manager or management team
• Ensure compliance with hotel policies, company standards, safety regulations, and applicable legal requirements
• Perform other duties and responsibilities that may be assigned by the General Manager, Rooms Division Manager, or senior management

Qualifications

• Bachelor’s degree in Hospitality Management, Hotel and Restaurant Management, Tourism, Business Administration, or a related field
• Minimum of 3–5 years of relevant hotel operations experience, preferably with experience in a 4-star or 5-star hotel
• Previous experience in a Duty Manager, Assistant Front Office Manager, Front Office Manager, or equivalent supervisory/management role is preferred
• Strong operational background in Front Office, Rooms Division, Guest Services, and overall hotel operations
• Proficient in OPERA PMS and familiar with hotel systems, room inventory management, reservations, cashiering, check-in/check-out, and guest profile management
• Strong knowledge of hotel policies, procedures, service standards, and guest recovery practices
• Excellent leadership, communication, interpersonal, and decision-making skills
• Customer-focused with a strong commitment to delivering 5-star service standards and guest satisfaction
• Ability to handle guest complaints, operational issues, emergencies, and service recovery situations professionally and efficiently
• Strong problem-solving and conflict-resolution skills
• Able to work independently and make sound decisions in the absence of senior management
• Willing to work on shifting schedules, weekends, holidays, and overnight shifts as required
• Well-groomed, professional, and able to represent the hotel appropriately at all times
• Strong computer skills and proficiency in Microsoft Office application
• Experience in handling VIP guests, corporate accounts, group arrivals, hotel events, and special requests is an advantage