There are commonly three positions titled Duty Manager (or Manager on Duty) in hotels: Night Manager, Front Office Duty Manager and Executive Duty Manager. Parts of the duties of the 3 position are similar, but they are different positions. Night Manager and Front Office Duty Manager are usually entry level management positions, meanwhile, Executive Duty Manager is normally senior level management role who may advance by moving to Assistant General Manager/General Manager.
As Duty Manager, you need to be charming by being approachable, having confidence and showing respect, staying in the moment by understanding and anticipating guests' needs, being attentive and taking ownership of getting things done. Duty Manager should have passion to make guests' stay memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
Night Manager, primarily scheduled to cover shifts when a Front Desk manager/Supervisor is not present to include evenings and weekends, coordinates staff on all job-related activities and evaluates their needs to assure that all operations are conducted in a smooth, efficient, and productive manner. Night Manager exercises care and diligence, following the prescribed hospitality, safety and security guidelines.
Night Manager also needs to coaches, trains and re-trains personnel to ensure standards and procedures are met. In some hotels, they don’t schedule Executive Duty Manager for night shit, in such case, Night Manager will take the responsibilities of Executive Duty Manager at night.
Front Office Duty Manager assists in managing all aspects of the front office areas which may include but is not limited to Front Desk, Concierge, business center, telephone services, and reservations to ensure guest satisfaction and maximize hotel profit. In some hotels, Front Office Duty Manager serves as Front Office Manager in his/her absence. In some hotels, Front Office Duty Managers may share some night shifts occasionally or act as Executive Duty Manager at night.
Executive Duty Manager will provide support and guidance during the evening shifts and on weekends for all employees in every department and will lead by example and champion them to provide great service. This is a lead position that involves administering hotel policies and procedures that include coordinating all activities in the absence of the General Manager.
Duties (Front Office Duty Manager)
- Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
- Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.
- Assist in managing the day-to-day activities of the Front Office staff. Schedule employees to ensure proper coverage.
- Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
- Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
- Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
- Interact with outside contacts: Guests - to ensure their total satisfaction; Regulatory agencies - regarding safety and emergency matters; Other contacts as needed (professional organizations, community groups, local media)
- Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
- Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and company. Assist in creating and implementing action plans to correct deficiencies.
- Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
- Perform other duties as assigned including assisting staff with their job functions during peak periods.
Duties (Night Manager)
- Provide management support to the operations teams across the entire resort.
- Making critical decisions to facilitate the care of the resort and its guests.
- Working closely with all departments to resolve issues.
- Conduct room blocking activities in accordance with company standards and SPG preferences.
- Ensure brand standards are followed at all times.
- Ensure that established quality service levels and brand standards are maintained.
- Conduct property walk-throughs, inspections of public areas and vacant villas on a regular basis for housekeeping, engineering and safety issues.
- Report all issues to appropriate department managers and take immediate action when hazards are identified.
- To be the liaison between in-house Housekeeping Manager and the Housekeeping Contractor.
- To correct any common issues. This will include collecting walkthrough reports from the in-house Housekeeping department and submitting reports of issues to contracted Housekeeping.
- Reinforce good performance when appropriate. Serve as brand champions. Deliver service culture trainings. Coach staff for successes and improvement. Determine, deliver and document discipline when needed. Manage and train on new brand standards.
- Manage reports and invoices.
Duties (Executive Duty Manager)
- Ensure that all guests are dealt with in a professional and consistent manner during evening shifts and weekends.
- Cultivate relationships with guests to develop loyalty and maintain a high level of satisfaction.
- Apply problem solving skills to resolve guest and/or employee issues to their satisfaction.
- Ensure cash control, key control and other standard operating procedures are followed.
- Handle continuous requests in a fast paced environment by coordinating with all departments to ensure guest needs and requests are met.
- Ensure that proper emergency procedures are communicated and followed, when necessary.
- Conduct property inspections to ensure the hotel is a clean, safe and secure environment.
- To be successful in this role, you need strong verbal and written communication skills. Previous customer service experience is required. Applicants must be available to work evenings, weekends and holidays.
- Bachelor’s Degree and 2 to 4 years of hospitality/hotel experience or equivalent related supervisory experience, at least.
- Intermediate to advanced knowledge of Microsoft computer software (Word, PowerPoint, Excel and Outlook).
- Strong customer service orientation and positive hospitality skills, teamwork, planning and organizing, attention to detail, delegation, developing organizational talent, innovation, quality awareness and initiative are key traits.
- Driver license in good standing.
- Must work flex shift, nights, weekend and holidays.
- Carrying or lifting items weighing up to 25 pounds
- Frequently standing up and moving about the hotel
- Frequently handling objects and equipment
- Frequently bending, stooping, and kneeling
- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Reading and writing abilities are utilized often when completing paperwork and shift reports, and giving and receiving instructions.
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
- Problem solving, reasoning, motivating, organizational and training abilities are used often.
- Ability to travel to attend workshops, conferences, etc.
The average pay for a Duty Manager is $50,604 per year in USA.
Pay by Experience for a Duty Manager has a positive trend. An entry-level Duty Manager with less than 5 years of experience can expect to earn an average total compensation of $32,000 based on 70 salaries provided by anonymous users. Average total compensation includes tips, bonus, and overtime pay. A Duty Manager with mid-career experience which includes employees with 5 to 10 years of experience can expect to earn an average total compensation of $38,000 based on 30 salaries. An experienced Duty Manager which includes employees with 10 to 20 years of experience can expect to earn an average total compensation of $49,000 based on 29 salaries. A Duty Manager with late-career experience which includes employees with greater than 20 years of experience can expect to earn an average total compensation of $60,000 based on 14 salaries.
Manager On Duty salaries at Marriott International can range from $27,102-$49,458. This estimate is based upon 2 Marriott International Manager On Duty salary report(s) provided by employees or estimated based upon statistical methods.
Night Manager salaries at Four Seasons can range from $53,371-$60,961. This estimate is based upon 2 Four Seasons Night Manager salary report(s) provided by employees or estimated based upon statistical methods.
Duty Manager salaries at Hilton can range from £17,061-£21,075. This estimate is based upon 2 Hilton Duty Manager salary report(s) provided by employees or estimated based upon statistical methods.
Night Manager salaries at Hyatt can range from $37,382-$50,346. This estimate is based upon 2 Hyatt Night Manager salary report(s) provided by employees or estimated based upon statistical methods.