Duty Manager

POSITION SUMMARY

The Duty Manager is responsible for overseeing the smooth and efficient operation of Amari Don Muang Airport Bangkok during the assigned shift, ensuring exceptional guest service, operational excellence, safety, and security.

As the Manager on Duty, the position serves as the management representative during the shift and works closely with all departments to ensure seamless hotel operations, particularly in responding to the needs of airport guests, airline crew, VIP guests, group arrivals, flight disruptions, and other time-sensitive situations.

KEY RESPONSIBILITIES

1. Manager on Duty & Hotel Operations

• Act as the Manager on Duty and take overall responsibility for hotel operations during the assigned shift.
• Monitor the hotel's daily operation, including arrivals, departures, occupancy, VIPs, groups, and special requests.
• Conduct regular inspections of public areas, guest areas, and operational areas to ensure hotel standards are maintained.
• Coordinate with Front Office, Housekeeping, F&B, Engineering, Security, and other departments to ensure smooth operations.
• Ensure effective shift handover and follow-up of outstanding operational matters.

2. Guest Experience

• Proactively engage with guests and ensure a warm and personalized Amari experience.
• Handle guest complaints, requests, and service recovery situations professionally and promptly.
• Pay particular attention to airport-related guest needs, including early arrivals, late departures, flight delays, cancellations, and transportation arrangements.
• Follow up on guest concerns until resolution and ensure appropriate communication with relevant departments.
• Support the hotel's service philosophy and create memorable guest experiences.

3. Airport & Time-Sensitive Operations

• Coordinate with relevant departments to respond efficiently to flight disruptions and sudden changes in guest arrivals or departures.
• Support the smooth handling of airline crew, transit guests, VIPs, and large groups.
• Ensure room readiness and operational coordination for time-sensitive arrivals.
• Liaise with Airport Operations, transportation providers, and other relevant parties when required.
• Ensure guest requests related to airport transfers and flight schedules are handled accurately and efficiently.

4. Leadership & Team Coordination

• Provide guidance, direction, and support to Team Members during the assigned shift.
• Coordinate cross-functional teams to resolve operational challenges quickly and effectively.
• Coach Team Members in guest service, problem-solving, and hotel standards.
• Promote teamwork and effective communication across departments.
• Support a positive and service-oriented working environment.

5. Safety, Security & Emergency Management

• Act as the management representative during emergencies, incidents, or critical situations.
• Ensure emergency procedures and hotel safety standards are properly followed.
• Coordinate with Security, Engineering, and relevant departments during emergencies.
• Respond appropriately to medical emergencies, fire alarms, accidents, guest incidents, and other unexpected situations.
• Ensure all incidents are properly documented and reported to management.

6. Service Recovery & Complaint Management

• Take ownership of significant guest complaints and service recovery cases.
• Empower and coordinate relevant departments to provide timely solutions within the delegated authority.
• Record important guest issues and ensure appropriate follow-up.
• Identify recurring operational issues and communicate them to management for improvement.

7. Financial & Operational Control

• Ensure proper control of complimentary services, refunds, discounts, room changes, and other adjustments within authorized limits.
• Monitor operational activities to minimize errors, losses, and unnecessary expenses.
• Protect hotel assets and ensure compliance with company policies and procedures.
• Escalate significant financial or operational issues to the relevant manager.

8. Communication & Reporting

• Maintain clear and effective communication with all departments and management.
• Maintain the Duty Manager logbook and document significant operational matters.
• Report guest complaints, incidents, accidents, security concerns, and other critical matters promptly.
• Ensure all outstanding issues are followed up and communicated during shift handover.
• Provide management with relevant operational updates when required.

KEY COMPETENCIES

• Leadership and people management
• Strong guest service mindset
• Excellent communication and interpersonal skills
• Decision-making and problem-solving skills
• Ability to remain calm under pressure
• Strong cross-departmental coordination
• Good knowledge of hotel operations
• Flexibility and adaptability in a fast-paced airport hotel environment
• Strong attention to detail
• Ability to work independently and take ownership

QUALIFICATIONS

• Bachelor's degree or equivalent in Hotel Management, Hospitality Management, Business Administration, or a related field.
• Minimum 3–5 years of experience in hotel operations, with supervisory or management experience preferred.
• Previous Front Office or Rooms Division experience is preferred.
• Experience in an airport hotel or high-volume hotel environment is an advantage.
• Good command of spoken and written English.
• Good computer skills and knowledge of hotel operating systems.
• Able to work shifts, including nights, weekends, and public holidays.

KEY PERFORMANCE AREAS

• Guest satisfaction and service recovery
• Smooth and efficient hotel operations
• Effective handling of airport-related and time-sensitive guest requirements
• Complaint resolution and follow-up
• Safety and security compliance
• Cross-departmental coordination
• Team engagement and service standards
• Accuracy and quality of Duty Manager reporting