Duty Manager (hospitality - Hotel Concept Apartments)

Duty Manager

Location: Airport Residential Area, Accra

Role Overview

The Duty Manager is responsible for the overall management of daily operations during assigned shifts, ensuring service excellence, operational efficiency, and adherence to established standards. Acting as the senior management representative on duty, this role provides leadership across departments, resolves escalated issues, and ensures a seamless experience for residents and guests.

Key Responsibilities

Operational Leadership

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Oversee all on-duty departments, including front desk, housekeeping, security, and maintenance

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Ensure smooth, coordinated daily operations in line with approved procedures and standards

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Act as the primary decision-maker on duty in the absence of senior management

Team Leadership & Performance

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Lead, support, and supervise duty supervisors and departmental leads

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Ensure proper staffing levels, shift coverage, and operational readiness

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Address performance issues promptly and professionally

Resident & Guest Experience

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Handle escalated resident and guest concerns with authority and discretion

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Ensure timely and effective resolution of service failures or operational issues

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Proactively monitor service quality and resident satisfaction

Reporting & Communication

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Prepare detailed shift reports, incident reports, and management handover notes

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Escalate critical issues to senior management with clear recommendations

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Ensure accurate documentation of incidents, complaints, and follow-up actions

Standards, Risk & Compliance

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Enforce operational, safety, and security policies across all departments

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Ensure compliance with internal procedures and regulatory requirements

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Take charge during emergencies, incidents, or irregular situations

Coordination & Continuous Improvement

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Coordinate between departments to resolve operational bottlenecks

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Identify service gaps and recommend improvements to management

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Support implementation of new procedures, systems, or standards

Requirements & Qualifications

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Proven experience in duty management, operations management, or senior supervisory roles

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Strong leadership, decision-making, and problem-solving skills

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Excellent communication and interpersonal abilities

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High level of professionalism, accountability, and attention to detail

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Ability to remain composed and decisive under pressure

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Basic to intermediate computer skills for reporting and coordination

Preferred Attributes

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Experience in luxury residential, serviced apartment, or hotel environments

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Strong conflict resolution and people-management skills

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Ability to work rotating shifts, including nights, weekends, and public holidays

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