Duty Manager

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

Qualifications

• 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)