Duty Manager

• Be visibly present in the lobby and public areas, proactively engaging with guests and anticipating needs

• Personally welcome VIPs, dignitaries, and repeat guests, ensuring preferences and special requests are honored

• Own service recovery for guest complaints, resolving issues swiftly, empathetically, and within brand guidelines

• Monitor guest feedback channels (in-stay surveys, online reviews) and respond to emerging concerns in real time

• Conduct regular walkthroughs of guest rooms, public areas, back-of-house, and outlets to ensure cleanliness, maintenance, and brand-standard presentation

• Act as the central coordination point between Front Office, Housekeeping, F&B, Engineering, and Security during the shift

• Oversee check-in/check-out flow during peak periods, supporting Front Office colleagues as needed

• Ensure smooth coordination of group arrivals, events, and VIP movements

• Supervise, coach, and motivate on-duty colleagues across departments

• Conduct shift briefings, communicating key arrivals, VIPs, events, and operational priorities

• Step into a hands-on role during high-volume or short-staffed periods

• Uphold grooming, etiquette, and service standards consistent with Sofitel brand expectations

• Serve as the property's senior on-site contact for emergencies (medical, fire, security, or guest incidents) outside of standard management hours

• Liaise with Security and local authorities as required, ensuring proper incident documentation

• Prepare detailed shift handover and Duty Manager logbook reports

• Document and escalate incidents, complaints, and resolutions to relevant department heads

• Support night audit processes and financial closing procedures where applicable

• Monitor key operational reports (occupancy, arrivals/departures, VIP lists, events) ahead of each shift