Duty Manager

Is making every moment matter your true passion? Join us At Radisson Hotel Group, where delivering memorable moments is not just a skill but a heartfelt commitment. Ready to turn every check-in and check-out into an unforgettable experience?

We are currently seeking a Duty Manager to join our vibrant team. At Radisson Hotel Group, we are in search of individuals who go beyond the resume – those with character, skills, talents, and a passion for creating memorable experiences.

As the Duty Manager, you bring an unmatched level of dedication, a focus on delivering exceptional service, and a genuine passion for creating positive guest experiences to our dynamic Front Office Team.

Our Duty Managers love the hustle and bustle of life! It’s not just about check-in and check-out. It’s about everything in-between:

Lead the Front Office experience

• Manage the operation of the front office during your shift, creating the all-important first impression guests remember.
• Supervise and coach the team on the floor, ensuring standard operating procedures are followed and stepping in with hands-on guidance when things need to get back on track.
• Prepare reports that inform decision-making and keep the hotel ahead of upcoming business.
• Work closely with Sales, Food & Beverage, and Housekeeping to prepare for group arrivals, events and activities, and ensure smooth handovers between shifts.
Champion the guest journey

• Proactively assign and queue rooms so guests are welcomed with minimal wait, working hand-in-hand with Housekeeping to get rooms arrival-ready.
• Personally greet any guest facing a wait, apologise on behalf of the hotel, and look after their comfort, including offering complimentary refreshments or lunch in line with our waiting-time guidelines.
• Verify that every arrival is checked in correctly, registration forms are accurate, and guest profiles (contact details, birthdate, accompanying guests) are complete and correct.
• Confirm reservation details, rates and inclusions, match what guests were promised.
Deliver service recovery that matters

• Be the first responder to any issue during arrival or departure: meet the guest in person, apologise, resolve the problem, and follow through with genuine service recovery.
• Take full ownership of guest complaints from start to finish, collaborating across departments and offering appropriate compensation, with permission from AFOM/FOM/HM.
• Document every issue using the 5 W's (What, When, Where, Who, How) and the action taken to remedy it.
• Personally attend to cleanliness or maintenance concerns reported in-room, apologise face-to-face, and see resolution through.
Be a visible leader

• Step in for the Guest Relations Manager to welcome VIPs and stay visibly connected with guests, logging every interaction in OPERA.
• Handle emergencies and guest or employee accidents, coordinating the right departments and keeping management informed.
• Remain on call for systems issues, liaising with IT as needed.
• Guide and develop the team – orienting new colleagues, assigning work, and giving performance feedback alongside Heads of Department.
• Handle sensitive matters, such as guest theft claims, with empathy and by the book, always following through until the guest is satisfied.

Function: Customer Service
Experience Level: Mid-Senior Level