Duty Manager

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We are seeking a highly skilled and customer-focused Duty Manager to join our team in Baghdad, Iraq. As a Duty Manager, you will play a crucial role in overseeing the day-to-day operations of our hotel, ensuring exceptional guest experiences, and maintaining our reputation for excellence in the hospitality industry.

• Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
• Announce VIP rooms to Housekeeping and F&B departments
• Ensure VIP rooms are ready, checked and all in order prior arrival
• Attend management morning briefing if needed/requested
• Take responsibility of your shift & handle situations, ensure that reception team on shift is looked after and helped if needed
• Register and process check in for all arrivals
• Conduct daily briefing & ensure IQ standard is followed
• Perform Check in & Check Out at the reception
• Be part & lead in success of Circle M enrolment and assist to achieve the hotel target
• Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target
• Check online comments (Tripadvsior, Booking.com etc) and investigate issues then report to the manager
• Ensure guest comments are investigated and reply back to guest accordingly
• Assist in achieving TrustYou targets
• Attend guest requests and take action accordingly
• Handle guest complaints and take action immediately to ensure satisfaction is delivered
• Assist Hotel Manager on Duty when/if required
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests’ departure.
• Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed.
• Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Check Paymaster daily and give feedback RDM with action taken
• Encourage rooms & breakfast upselling daily to the team and share result and feedback
• Check Hotel situation, occupancy, functions, groups, MIPs

• Proven experience in a front office leadership role within the hospitality industry
• Strong leadership and communication skills, with the ability to motivate and guide a team
• Excellent problem-solving abilities and a guest-focused approach to creating memorable experiences
• Flexibility to work various shifts, including mornings, nights, weekends, and public holidays
• Proficiency in hotel management software and property management systems
• Strong understanding of hospitality industry standards and best practices
• Ability to remain calm and make decisive decisions in high-pressure situations