A Duty Manager is a senior member of staff who is responsible for the day to day running of the business during their shift. They are the main point of contact for both staff and guests and will deal with any issues that arise. Duty Managers will rotate shifts to provide 24/7 cover in hotels, restaurants and other hospitality venues.
The role of a Duty Manager is crucial to maintaining high standards of service and guest satisfaction in the hospitality industry. They make decisions on the spot, deal with complaints, manage staff and ensure health and safety regulations are being met. Their presence gives guests and staff a sense of security and leadership and a well run business.
Making sure that a Duty Manager focusses on the correct tasks and has the correct skills to do that is key to their success. Here's some useful links:
Imagine this: You’re working as a bartender in a busy hotel bar on a Saturday night. A group of loud guests are causing a disturbance and making other customers uncomfortable. You call the Duty Manager who arrives quickly to assess the situation. They approach the group calmly and use their conflict resolution skills to defuse the situation. The Duty Manager then decides to ask the troublemakers to leave so other customers can feel safe and comfortable. Throughout the rest of the night the Duty Manager checks in with you and other staff to offer support and guidance to keep the service running smoothly. This scenario shows how a Duty Manager’s quick thinking and leadership can positively impact the guest experience and staff morale in a hospitality environment.'