Duty Manager

1 month ago

Dubai, United Arab Emirates Mandarin Oriental Hotel Group Full time

**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 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 tra

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