Job Description

Job Purpose:

The Duty Manager is responsible for overseeing the day-to-day operations of serviced accommodation

properties, ensuring exceptional guest experience, smooth team coordination, and rapid resolution of issues.

This role is pivotal in upholding service standards and supporting operational efficiency outside regular office

hours.

Key Responsibilities:

- Serve as the first point of contact for guest queries, complaints, and emergencies.

- Ensure a warm, professional welcome for guests checking in or arriving late.

- Handle escalations promptly, offering solutions to maintain high satisfaction.

- Conduct site visits or apartment checks when needed to address guest issues.

- Supervise cleaning, maintenance, and security standards across all properties during shifts.

- Coordinate with housekeeping and maintenance teams for urgent requests or same-day turnovers.

- Ensure units are guest-ready: clean, well-stocked, and functional.

- Maintain a duty log of incidents, guest interactions, and shift tasks completed.

- Handover relevant information to the next manager or operations team.

- Assist with inventory checks or property audits when required.

- Liaise with suppliers, contractors, and internal departments as needed.

- Support the coordination of last-minute bookings, cancellations, and late check-outs.

- Respond to out-of-hours calls in a professional and timely manner (if part of on-call rota).

Key Requirements:

Experience & Skills:

- Previous experience in hospitality, property management, or customer service.

- Excellent communication and conflict resolution skills.

- Strong organisational and multitasking abilities.

- Tech-savvy and comfortable using property management systems, booking platforms, or WhatsApp groups.

Desirable:

- Knowledge of short-term rental operations.

- First aid training or safety awareness.

Working Conditions:

- Shift-based work including evenings, weekends, and public holidays.

- On-call responsibility may be required.

- travel between multiple properties in the city.

Job Type: Full-time

Pay: 28,530.00-30,501.00 per year

Benefits:

Employee discount Free or subsidised travel
Schedule:

Monday to Friday Weekend availability
Work Location: In person

Reference ID: Duty manger