Duty Manager - Front Office

About the role

The Duty Manager joins the Front Office team at Emirates Palace Mandarin Oriental, Abu Dhabi, a 5-star luxury hotel with 390 rooms and suites. Based in the Front Office Department, the role supervises guest services operations and overall hotel activities, manages the Front Office in the absence of the Front Office Manager and assists the Assistant Front Office Manager, reporting to the Front Office Manager.

Key responsibilities

• Support and assist all Front Office sections and ensure guests receive prompt, cordial attention and that problems are resolved.
• Coordinate with Housekeeping, Engineering, Sales and Butlers on matters affecting them.
• Check arrival correspondence, follow up on room discrepancies, maintain reservations and same-day arrivals, and check arrivals folios and guest credit.
• Control room availability for walk-ins and hold guests accountable for departure dates and times.
• Maintain staff standards of conduct, dress, hygiene and appearance; keep departmental information accurate and up to date.
• Promote in-house sales and facilities to maximise revenue, and carry out duties in line with emergency procedures.
• Inspect front and back of house for cleanliness and health and safety, inspect guest rooms daily, and coordinate with security.
• Handle overbooking accommodation and transport, attend to problematic situations, and complete VIP, delegation and group leader welcomes and farewells.
• Conduct efficient handovers between shifts and respond promptly to operational requests.

Required profile

• Previous experience in the same role in a luxury hotel is preferred; resort experience is a plus.
• Fluency in German, Mandarin or Russian, spoken and written, is highly preferred.
• Ability to motivate, lead and develop teams in a high-performance environment.
• Ability to prepare accurate and timely departmental and operational reports.

Required skills

• Strong proficiency in Microsoft Office, Opera PMS and HotSOS.
• High attention to detail and ability to prioritise and manage multiple tasks.

What we offer

• Learning and development programmes tailored to each stage of your career.
• MOstay programme offering complimentary nights and attractive rates for you and your family.
• Health benefits and wellness programmes for colleagues worldwide.
• Retailment plans depending on length of service and role.