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 experienceManage 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 journeyProactively 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 mattersBe 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 leaderStep 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.