Front Office Duty Manager

Job Summary

Front Office Operations

• Take full responsibility for front office operations during the assigned shift.
• Supervise guest arrivals, check-ins, room allocation, stays, and departures.
• Ensure smooth lobby operations during peak arrival and departure periods.
• Monitor room availability, room status, VIP arrivals, group movements, and special requests.
• Ensure front office procedures comply with hotel and brand standards.

Guest Relations and Experience

• Welcome and engage with VIPs, repeat guests, and high-profile guests.
• Handle guest complaints, service recovery, and escalated issues professionally and promptly.
• Resolve guest concerns within authorised limits and follow up on corrective actions.
• Maintain focus on guest satisfaction and positive online reviews.

Team Leadership and Coordination

• Lead and supervise front office team members during the assigned shift.
• Conduct shift briefings, communicate priorities, allocate duties, and monitor employee performance.
• Coach team members and support training, performance management, and staff development.
• Coordinate with housekeeping, reservations, engineering, security, food and beverage, and other departments.
• Coordinate room readiness, VIP rooms, special occasions, group arrivals, and guest requirements.

Room and Revenue Management

• Monitor room inventory, availability, upgrades, room moves, and out-of-order rooms.
• Coordinate with reservations and revenue teams regarding occupancy and room availability.
• Handle upgrades and complimentary rooms according to hotel authorisation procedures.
• Monitor issues arising from high occupancy, overbooking, or room shortages.

Cashiering and Financial Control

• Ensure front office cashiering and payment procedures are followed.
• Monitor cash handling, credit-card transactions, refunds, deposits, and guest accounts.
• Review shift reports and ensure discrepancies are reported and resolved.

Systems and Administration

• Use EMMA in accordance with hotel operational standards; Opera PMS or another property management system is advantageous.
• Monitor arrivals, departures, room status, traces, guest profiles, billing, and operational reports.
• Maintain accurate front office records and protect guest and hotel information confidentiality.

Safety and Shift Operations

• Act as the management representative during the assigned shift when required.
• Respond to emergencies, accidents, security incidents, and other operational situations.
• Ensure compliance with health and safety, fire and life safety, security, and emergency procedures.
• Lead evening, night, weekend, and public holiday shifts, ensuring effective handovers and follow-up.

Qualifications and Experience

• Bachelor's degree or diploma in Hotel Management, Hospitality Management, or a related field.
• Minimum 4–5 years of experience as a Front Office Duty Manager in a 4- or 5-star hotel or luxury resort.
• UAE or GCC hotel or resort experience is preferred.
• Strong knowledge of front office operations, guest relations, room management, and hotel procedures.
• Good understanding of cashiering, billing, room allocation, and guest recovery procedures.
• Flexibility to work shifts, weekends, public holidays, and night shifts.

Language Requirements

• Excellent English communication skills are mandatory.
• Arabic, Russian, French, German, or other European language skills are advantageous.