Duty Manager
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Key skills for this role
Role Overview
The Duty Manager oversees front-office service, guest satisfaction, staffing, cashiering, reception operations, and coordination with other hotel departments.
The role includes supervising reception associates and ensuring Rosewood service standards are followed across the front office.
Key Skills for This Role
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About Rosewood Doha
Rosewood Doha is an ultra-luxury destination combining a hotel, serviced apartments, private residences, restaurants, lounges, events, wellness, retail, and lifestyle experiences.
The property is part of the global Rosewood Hotels & Resorts portfolio and emphasizes luxury hospitality, community, and guest experience.
Associate Experience
- The employer describes a competitive salary and benefits package, associate accommodation, a birthday day off, personalized development plans, and continuous learning opportunities.
Your Role
The Duty Manager oversees front-office service, guest satisfaction, staffing, cashiering, reception operations, and coordination with other hotel departments.
The role includes supervising reception associates and ensuring Rosewood service standards are followed across the front office.
Front Office Operations
- Maintain knowledge of hotel services, room types, rates, promotions, arrivals, departures, room availability, group activities, and departmental procedures.
- Monitor check-in, check-out, guest requests, guest mail, express checkouts, arrivals, departures, room moves, and room readiness.
- Ensure adequate staffing, clean and organized front-office areas, associate readiness, and completion of closing duties and handovers.
People and Service Management
- Prepare schedules, coordinate breaks, assign duties, conduct pre-shift meetings, and monitor associate performance.
- Train, direct, coach, counsel, and provide feedback to front-office associates.
- Anticipate guest needs, resolve complaints, monitor guest satisfaction, and manage desk emergencies.
Cashiering and Revenue
- Ensure cashiering procedures comply with finance policies, including payments, adjustments, account settlement, receipts, reports, and bank security.
- Review no-shows, disputed charges, arrival reports, VIP arrivals, group accounts, late checkouts, room revenue, and billing discrepancies.
- Use suggestive selling techniques to increase room-night sales, occupancy, and revenue.
Cross-Department Coordination
- Coordinate room status, special requests, room moves, baggage handling, guest requirements, and operational issues with housekeeping, guest services, finance, and other departments.
- Review next-day arrival correspondence and ensure transportation, restaurant, booking, and other guest needs are addressed.
Role Requirements
- Maintain high hospitality, service, cleanliness, sanitation, security, presentation, and grooming standards.
- Be competent in reception, cashiering, check-in, check-out, front-office operations, and guest issue resolution.
- Supervise and coach associates while maintaining productive, cooperative working relationships.
- Follow Rosewood policies and standards, document operational information, and complete required paperwork and audit follow-up.
Standard Responsibilities
Act as a brand ambassador, model company culture and values, report concerns, display hospitality skills, and take on reasonable additional tasks.
Report unusual occurrences and concerns to the Director or Assistant Director of Front of House.
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