Accor Hotels
Duty Manager
Company
Role
Duty Manager
Location
Job type
Full-time
Found on Mokaru
15 hours ago
Salary
Job description
- Be visibly present in the lobby and public areas, proactively engaging with guests and anticipating needs
- Personally welcome VIPs, dignitaries, and repeat guests, ensuring preferences and special requests are honored
- Own service recovery for guest complaints, resolving issues swiftly, empathetically, and within brand guidelines
- Monitor guest feedback channels (in-stay surveys, online reviews) and respond to emerging concerns in real time
- Conduct regular walkthroughs of guest rooms, public areas, back-of-house, and outlets to ensure cleanliness, maintenance, and brand-standard presentation
- Act as the central coordination point between Front Office, Housekeeping, F&B, Engineering, and Security during the shift
- Oversee check-in/check-out flow during peak periods, supporting Front Office colleagues as needed
- Ensure smooth coordination of group arrivals, events, and VIP movements
- Supervise, coach, and motivate on-duty colleagues across departments
- Conduct shift briefings, communicating key arrivals, VIPs, events, and operational priorities
- Step into a hands-on role during high-volume or short-staffed periods
- Uphold grooming, etiquette, and service standards consistent with Sofitel brand expectations
- Serve as the property's senior on-site contact for emergencies (medical, fire, security, or guest incidents) outside of standard management hours
- Liaise with Security and local authorities as required, ensuring proper incident documentation
- Prepare detailed shift handover and Duty Manager logbook reports
- Document and escalate incidents, complaints, and resolutions to relevant department heads
- Support night audit processes and financial closing procedures where applicable
- Monitor key operational reports (occupancy, arrivals/departures, VIP lists, events) ahead of each shift
- Bachelor's degree in Hospitality Management, Business, or related field (preferred)
- Minimum 3–5 years of progressive experience in luxury hotel operations, including Front Office or Guest Relations
- Prior experience in a Duty Manager, Guest Relations Manager, or senior Front Office supervisory role preferred
- Experience within the UAE or GCC luxury hospitality market is highly advantageous
- Working knowledge of property management systems (e.g., Opera PMS)
