The Duty Manager is responsible for overseeing the day-to-day hotel operations during assigned shifts, ensuring exceptional guest experiences, operational efficiency, and adherence to company standards. The role serves as the primary point of contact for guests, employees, and management, handling operational challenges, guest concerns, and emergency situations while maintaining the highest levels of service excellence.

Key Responsibilities

• Oversee hotel operations during assigned shifts to ensure smooth and efficient service delivery across all departments.

• Act as the main point of contact for guests, addressing inquiries, requests, complaints, and special requirements in a professional and timely manner.

• Ensure guest satisfaction by anticipating needs, resolving issues promptly, and maintaining luxury hospitality service standards.

• Coordinate and communicate effectively with Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other departments.

• Monitor staff performance and provide guidance, support, and leadership to ensure operational excellence.

• Conduct regular inspections of guest areas and hotel facilities to ensure cleanliness, safety, and presentation standards are maintained.

• Handle VIP arrivals, departures, and special guest requests, ensuring personalized and memorable experiences.

• Respond to emergencies, incidents, and security matters according to company policies and procedures.

• Prepare operational reports, shift handover notes, and incident documentation as required.

• Ensure compliance with health, safety, security, and company regulations.

• Assist in training, coaching, and developing team members to maintain service quality and operational standards.

• Support hotel management in achieving departmental goals, guest satisfaction targets, and financial objectives.

Qualifications & Requirements

• Minimum 2–5 years of experience in hotel operations, Front Office, Guest Relations, or a related hospitality role.

• Previous supervisory or leadership experience is required.

• Strong knowledge of hotel operations, guest service standards, and departmental coordination.

• Proven ability to lead teams, make operational decisions, and resolve guest concerns effectively.

• Experience handling VIP guests, service recovery, and operational incidents.

• Ability to remain calm and professional under pressure and in emergency situations.

• Proficiency in hotel property management systems (PMS) and Microsoft Office applications.

• Diploma or Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.

• Strong English communication skills are required; proficiency in additional languages will be considered an advantage.

• Professional, polished, and well-groomed appearance in accordance with luxury hospitality standards.

• Positive attitude, excellent interpersonal skills, and a genuine passion for delivering exceptional guest service.

• Previous experience in luxury hotels or high-end hospitality environments is preferred.

• Strong customer service orientation, with the ability to anticipate and exceed guest expectations.

• Excellent communication and relationship-building skills when interacting with guests and colleagues.

• Flexible, adaptable, and willing to work varying schedules based on operational requirements.

• Strong problem-solving abilities, with the confidence and professionalism to handle guest requests and concerns effectively.

• Team-oriented mindset with the ability to collaborate successfully across departments.

• Candidates should embody the values, professionalism, and service culture associated with luxury hospitality brands.

• For expatriate candidates, a valid Iqama is required. Candidates must also provide a current Muqeem printout.