Duty Officer

Duty Officer Job Description

Job Title:

Duty Officer

Reports To:

Duty Manager

Job Overview:

The Duty Officer is responsible for overseeing the daily operations, managing incidents, and ensuring adherence to protocols during their shift. They serve as the primary point of contact for operational issues, providing leadership and support to staff and coordinating with various departments to resolve problems efficiently.

Key Responsibilities:

1. Operational Oversight:

o Monitor and manage daily operations to ensure smooth and efficient functioning.

o Ensure that all activities comply with company policies and procedures.

2. Incident Management:

o Respond to emergencies and incidents, providing immediate support and coordination.

o Document incidents and actions taken, and report them to senior management as necessary.

3. Communication:

o Serve as the central point of contact during the shift for all operational matters.

o Maintain clear and effective communication with staff, management, and other relevant parties.

4. Decision Making:

o Make timely and informed decisions to address operational challenges and emergencies.

o Prioritize tasks and resources to ensure critical issues are resolved promptly.

5. Supervision and Support:

o Supervise and support staff during the shift, ensuring they have the resources and guidance needed to perform their duties.

o Conduct briefings and debriefings with staff to provide updates and gather feedback.

6. Reporting:

o Prepare and submit detailed reports on shift activities, incidents, and performance metrics.

o Analyze operational data to identify trends and recommend improvements.

7. Compliance:

o Ensure compliance with safety, security, and operational standards.

o Conduct regular inspections and audits to verify adherence to protocols.

8. Training:

o Provide training and guidance to staff on operational procedures and emergency response.

o Stay updated on best practices and industry standards to improve operational effectiveness.

Qualifications:

• Education:

o Bachelor’s degree in Hotel Management, or a related field (or equivalent experience).

• Experience:

o Proven experience in an operational or supervisory role, preferably in a related industry.

o Experience in emergency management or incident response is a plus.

• Skills:

o Strong leadership and decision-making skills.

o Excellent communication and interpersonal abilities.

o Ability to remain calm and composed under pressure.

o Proficient in using operational management software and tools.

• Certifications:

o Relevant certifications in emergency management, safety, or operations (if applicable).

Working Conditions:

• The Duty Officer typically works in a control room or office environment but may be required to be on-site in various locations depending on the nature of the organization.

• The role may involve shift work, including nights, weekends, and holidays.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 4 years of experience.