Duty Manager

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The Duty Manager will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with the Legendary Quality Experiences standards. The Duty Manager is the custodian of guest opportunities and resolve them in a timely and professional yet satisfactory fashion. 

Responsibilities

Departmental:

• To assist the General Manager to manage the hotel, reporting directly to the Front Office Manager / Assistant Front Office Manager.
• To represent the hotel as a role model professionally, socially, and ethically.
• To assist the Front Office Manager to manage the department, in his absence to manage the reception department with all required responsibilities.
• To support and assist the reception with check ins, check outs, billing inquires.
• Assumes overall responsibility and enforcement in areas of service quality, service delivery, colleague discipline, cost control, guest/colleague satisfaction, safety/ security and maintenance issues of the general operation.
• To assist the Front Office Manager, Head Concierge and Guest Relations Manager to supervise all activities in the smooth running of all fronts of house departments according to our LQE, internal standards and procedures.
• To have full and thorough knowledge of crisis management; to respond to all crisis situations efficiently. Thus, carrying a pager, master keys, walkie-talkie, and other mobile communication units.
• To make decisions and take appropriate action regarding problems, conflicts, and emergencies in the hotel.
• To record all happenings in the hotel in the form of the Duty Manager’s Logbook daily. Share the necessary information promptly with the team. To liaise with department heads to resolve any cases related to guests and colleagues.
• To be present on site to witness a complaint or an incident; to judge, resolve, compensate for and close the incidents.
• To monitor arrivals and departures wall related departments to handle guest requests and complaints with specific, personalized attention to our guests.
• To welcome and greet our guests and visitors as well as bidding farewell in order to promote a climate of warmth and care.
• To encourage team members on collecting preferences from all guests.
• To monitor data completeness and data security according to MOHG standards           
• To monitor cashier closures and float balances, highlighting any discrepancies
• To assist in carrying out LQE training, product knowledge, PSMS and Health and safety training with new colleagues joining the department. 
• To monitor, investigate and update all guest comments (TrustYou, emails, letters etc.) that have been given on a daily basis, highlight shortcomings to the Director of Rooms and take appropriate action to avoid these issues from happening again
• To attend the groups, operations and any other meetings deemed appropriate by your Head of Department.
• To ensure that guest room allocations are done according to guest preferences and in line with the selling strategy of the hotel.
• Assists the Sales Department with conducting tours of the hotel to consistently promote Mandarin Oriental Downtown, Dubai
• To perform bi-annual performance review including monthly feedback sessions with team members allocated by the Front Office Manager
• To perform all tasks outlined in the Duty Manager task list.
• To monitor and follow up on open balances.
• To encourage, motivate and assist in generating up-sell revenues according to the monthly set targets in line with the overall selling strategy.
• To assist the Front Office Manager in motivating, retaining, and recruiting team members.
• To plan the rota and assist the Front Office Manager with holiday requests and scheduling training.
• To attend any training deemed appropriate by your Head of Department.
• To perform any other projects and duties assigned by the Front Office Manager.
• In absence of the Front Office Manager, Assistant Front Office Manager to ensure that all duties are handed over and followed up accordingly by other team members.

Colleague Relations:

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.
• To provide training to all members of the team ensuring their consistent development and delivery of standards to our guests
• To attend and hold hand over briefings to ensure consistent update of information for all team members.

Guest Relations:

• Warmly engage and converse with guests while taking their food and beverage order and professionally provide the guest with suitable suggestions.
• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs)
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.
• Respond to any guest opportunities and support, assist, and resolve any matters.
• Monitor any guest queues at the front desk and ensure the guest experience is flawless.

Skills and Qualifications

•  Senior High School qualification or equivalent.
• Degree in Hospitality or Hotel Management is an advantage.
• Minimum 2 years’ experience working in a 5-star hotel environment.
• A minimum of 1 year of Duty Manager experience.
• Strong command of Microsoft Office products, PSMS, Alice, Alliants, HotSoS, and Rex.
• Previous experience working in the Middle East is an advantage.
• Hotel pre-opening experience is an advantage.
• Arabic speakers are an advantage.
• Ability to understand guest needs and expectations and to deliver superior customer service.
• Perform job with attention to details and the ability to organize and handle multiple tasks effectively.
• Clear communication; effective verbal and written communication skills in English. Arabic is an advantage.
• Mature and outgoing personality with excellent interpersonal skills
• With strong leadership skills and works well with pressure.