Duty Manager

Role Overview

Core Responsibilities

• Take overall responsibility for hotel operations during the absence of department managers and directors.
• Lead Front Stage teams and coordinate seamless service across departments.
• Welcome VIP guests and corporate clients and manage guest concerns, complaints, escalation, and follow-up.
• Monitor Front Office financial activities, including cashiering, PM accounts, city ledger processes, and reconciliations.
• Review arrivals, room allocations, guest preferences, room inventory, and overbooking levels.
• Analyze guest feedback, review scores, service performance, and Front Office KPIs.
• Manage duty rosters and vacation plans based on occupancy, seasonality, and business requirements.
• Support team development through appraisals, gap analysis, coaching, and training.
• Oversee DISCOVERY enrollments, guest engagement, NOR1 upselling, and incentive tracking.
• Cover Night Manager responsibilities when required and ensure compliance with policies, safety standards, and emergency procedures.

Candidate Requirements

• Strong hotel and Front Office operations experience, ideally in a 5-star international hotel.
• At least 2 years of Duty Manager experience in a 5-star hotel is preferred.
• Strong operational leadership, decision-making, problem-solving, multitasking, and team supervision abilities.
• Excellent verbal and written English communication skills.
• Previous OPERA PMS experience and strong knowledge of Front Stage operations.
• Bachelor’s or master’s degree; a hotel-school qualification is advantageous.
• Additional languages including Arabic, Russian, Chinese, French, Spanish, or German are advantageous.
• Strong knowledge of VIP welcoming protocols, guest relations, and Front Office procedures.

Key Skills

• Hotel operations and Front Office leadership.
• OPERA PMS.
• Guest relations and VIP welcoming.
• Revenue, room inventory, and overbooking coordination.
• Team supervision, coaching, and service performance management.