The difference between duty manager and service manager in China residence

The duty manager and service manager of Zhu Hua Group belong to different positions in the organizational structure of Zhu Hua Group, and their responsibilities and scope of work are also different.

The manager on duty is generally the daily manager of the hotel, who is responsible for the operation and management of the hotel. They are usually responsible for ensuring the smooth operation of various departments of the hotel, coordinating and handling complaints and problems of guests, and ensuring the normal operation of rooms, front desk, catering and other departments. The manager on duty is also the direct supervisor of the hotel staff, responsible for the scheduling and management of the staff, and ensuring that the staff perform their duties according to the work requirements.

Service manager is a higher-level position, responsible for improving the hotel's customer service quality and customer satisfaction. Service managers are usually responsible for formulating and implementing customer service strategies, training and guiding employees to provide quality customer service, and tracking and handling customer complaints and feedback. They are responsible for analyzing and evaluating hotel service quality, and cooperating with other departments to improve service standards and processes.

Generally speaking, the manager on duty pays more attention to the daily operation and management of the hotel, including dealing with practical operation problems and staff management; Service managers pay more attention to providing high-quality customer service, including formulating strategies, training employees and improving service quality. Although the two positions are somewhat different, they cooperate with each other in hotel management to ensure the smooth operation of the hotel and customer satisfaction.