Duty Manager

We are seeking a detail-oriented and decisive Duty Manager to join our operations team in Baghdad, Iraq. As a Duty Manager, you will serve as a key operational leader responsible for overseeing daily front office operations and ensuring seamless service delivery. This role requires a professional who is organized, resilient, and committed to maintaining the highest standards of customer service while managing a dynamic team environment. You will be the go-to person during your shift, making critical decisions, resolving issues efficiently, and fostering a collaborative atmosphere that supports both staff and guests.

• Oversee and direct daily front office operations, including front desk, reception, cashiering procedures, and reservations management
• Supervise and support front office staff, providing guidance, training, and performance feedback to ensure operational excellence
• Maintain comprehensive knowledge of all hotel departments, physical layouts, key personnel, and their respective roles and responsibilities
• Monitor and manage credit issues, guest complaints, and operational challenges with transparency and analytical thinking
• Coordinate with various departments to ensure smooth execution of daily functions, special events, conventions, and group arrivals
• Conduct staff training sessions and onboarding for front office employees, promoting a culture of continuous improvement
• Assist in formulating new procedures and directives to enhance front office department efficiency and guest satisfaction
• Prepare incident reports and documentation, ensuring accurate record-keeping and communication with management
• Implement and maintain safety and security protocols throughout the facility
• Perform additional duties as directed by senior management, demonstrating flexibility and a goal-oriented approach

• Bachelor's degree in Hotel Management (BHM) or related field
• Minimum 3 years of experience in a supervisory or team leader role, or 1 year of experience in a Duty Manager position
• Proficiency with Opera PMS and Micros/Symphony property management systems
• Strong knowledge of front office operations, reservations systems, and cashiering procedures
• Demonstrated expertise in hotel operations, guest services, and departmental coordination
• Excellent communication skills (written and verbal) with the ability to interact professionally with diverse stakeholders
• Strong problem-solving and analytical abilities with a focus on efficient resolution
• Proven leadership and staff supervision capabilities
• Proficiency in time management and organizational skills
• Experience in crisis management and conflict resolution
• Knowledge of safety, security, and emergency protocols
• Ability to work flexible shifts, including evenings, weekends, and on-call availability as required
• Resilient mindset with the ability to remain calm and decisive under pressure
• Inclusive and collaborative approach to team management