Duty Manager

Company: Mandarin Oriental Hotel Group –

WebSite: Dubai, United Arab Emirates

Job Description:Mandarin Oriental Downtown, Dubai seeks a qualified Duty Manager to join its Front Office team. The ideal candidate will possess a commitment to excellence, teamwork, and professional development.

**About the Role:**

The Duty Manager, reporting to the Assistant Front Office Manager, is responsible for upholding Legendary Quality Experiences by providing efficient and courteous Front Desk service, exceeding guest expectations, and resolving guest opportunities in a timely and satisfactory manner.

**Key Responsibilities:**

* Ensure smooth and ethical Front Office operations in the absence of the Front Office Manager, maintaining service quality, safety, and guest satisfaction.
* Oversee daily reception activities, including check-ins, check-outs, billing inquiries, and guest complaints, providing personalized service aligned with Mandarin Oriental standards.
* Manage crisis situations, operational decisions, and incident resolution, maintaining accurate Duty Manager logbooks and communication with department heads.
* Support team training, performance reviews, and motivation; ensure adherence to LQE standards, data security, cashier controls, and up-selling initiatives.
* Foster a positive work environment by promoting teamwork, open communication, conflict resolution, and colleague development.
* Enhance guest relations by creating memorable experiences, managing feedback effectively, and ensuring exceptional service delivery across all guest touchpoints.

**Qualifications:**

* Senior High School qualification required; Hospitality or Hotel Management degree preferred.
* Minimum 2 years’ experience in a 5-star hotel, including at least 1 year as a Duty Manager.
* Proficiency in Microsoft Office, PSMS, Alice, Alliants, HotSoS, and Rex systems.
* Experience in the Middle East and pre-opening hotel environments is advantageous.
* Demonstrated leadership, communication, and interpersonal skills, with the ability to perform under pressure.
* Exceptional guest service orientation, attention to detail, and multitasking abilities.

**Employee Benefits:**

Mandarin Oriental Downtown, Dubai offers comprehensive employee benefits, including:

* Learning & Development programs.
* MOstay program offering complimentary nights and attractive rates at Mandarin Oriental properties worldwide.
* Health & Colleague Wellness programs.
* Comfortable accommodation, duty transportation, and duty meals.
* Competitive salary and benefits package aligned with UAE industry standards.

Skills: