Duty managers are generally the day-to-day managers of a hotel and are responsible for the operations and management of the hotel. They are usually responsible for ensuring the smooth operation of all hotel departments, coordinating the handling of guest complaints and problems, and ensuring the normal operation of various departments such as rooms, front desk, and food and beverage. Duty managers are also the direct supervisors of the hotel staff and are responsible for scheduling and managing the staff to ensure that they fulfill their duties in accordance with the job requirements.
The service manager is a more senior position and is responsible for the quality of the hotel's customer service and customer satisfaction. Service managers are typically responsible for developing and implementing customer service strategies, training and coaching staff to provide quality customer service, and tracking and handling customer complaints and feedback. They are responsible for analyzing and evaluating the quality of the hotel's services and working with other departments to improve service standards and processes.
Overall, Duty Managers focus more on the day-to-day operations and management of the hotel, including dealing with practical operational issues and staff management, while Service Managers place more emphasis on delivering excellent customer service, including developing strategies, training staff and improving service quality. The two positions, although somewhat different, work together in the management of the hotel to ****together ensure the smooth operation of the hotel and customer satisfaction.