Duty Manager Development Programme

Course Objectives / Description

Duty Managers in hotels play an increasingly important role in today’s operation, not only in carrying out Front Office management tasks on arrival and departure but also in representing the hotel in security and operations management. This is particularly critical in their cross-functional linkages with other departments, especially Security and Engineering.

DMs embody the company’s image in day-to-day operation; make key decisions in resolving guest concerns and orchestrating efforts to solve various stages of an impending hotel crisis.

To prepare our DMs in this task, this course will enable them to study in-depth some key concepts related to their functional competencies, including operative knowledge in Security and Engineering.  Moreover, they will be exposed to sessions intended to enhance their capability to make a reliable and credible first impression to guests because winning guests to a large extent starts with a winning personality.

Course Content

  • Facts and Feelings: The Art of Listening
  • Service Recovery: Turning Disappointment to Delight
  • Basics rules in writing incident reports, DMLog reports and e-mails
  • Impression, Impact, Desired Perception and Personal Branding
  • Executive Presence and Thinking On Our Feet
  • Communication Styles, Influence, and Understanding Our Audience
  • The Credibility Statement and The Shangri-La Story
  • The Shangri-La Image and Style
  • Basic Concepts on Security Management in Hotels
  • Crisis Management and Crisis Communication
  • Fire and Life Safety
  • Security Case Studies
  • A Day of the Duty Manager’s Life
  • Case Scenarios Workshop
  • Career Growth of Duty Managers

Main Instructor(s)

Academy Faculty
SLIM-Rooms officers
Industry expert

Duration of the Course

5 days institutional learning in a hosting hotel

Maximum Class Size


Minimum Class Size


Target Participants

Duty Manager (Level 3) in Front Office
Minimum 1 year relevant working experience in sending hotel
Intermediate oral and written English communication skills

    Language Medium


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