Duty Manager – Luxury Hotel

About the role

We are looking for an experienced Duty Manager to lead the day‑to‑day operations of Sofitel Dubai The Palm, a 5‑star beachfront resort. The role is the visible face of the hotel, ensuring exceptional service for all guests, especially VIPs and repeat visitors.

Key responsibilities

• Maintain a visible presence in the lobby and public areas, proactively engaging with guests and anticipating their needs.
• Welcome VIPs, dignitaries and repeat guests, honouring preferences and special requests.
• Own service recovery, handling guest complaints swiftly and within brand guidelines.
• Monitor guest feedback channels 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.
• Coordinate between Front Office, Housekeeping, F&B, Engineering and Security during the shift.
• Oversee check‑in/check‑out flow during peak periods and support Front Office colleagues as needed.
• Supervise, coach and motivate on‑duty colleagues across departments and conduct shift briefings.
• Act as senior on‑site contact for emergencies and liaise with security and local authorities.
• Prepare detailed shift handover reports, logbook entries and document incidents for escalation.
• Support night audit and financial closing procedures where applicable.

Required profile

• Bachelor’s degree in Hospitality Management, Business or a related field (preferred).
• 3–5 years of progressive experience in luxury hotel operations, preferably in Front Office or Guest Relations.
• Previous experience as a Duty Manager, Guest Relations Manager or senior Front Office supervisor.
• Experience in the UAE or GCC luxury hospitality market is highly advantageous.

Required skills

• Strong knowledge of hotel operational procedures and brand standards.
• Ability to manage multi‑department coordination and emergency response.