Duty Manager

About the role

The Duty Manager supports the Front Office Manager in overseeing all front‑office operations at The Ritz‑Carlton Abu Dhabi Grand Canal. Working closely with the Bell staff, switchboard, and Guest Services team, the role ensures smooth check‑in and check‑out processes, high guest satisfaction and optimal financial performance.

Key responsibilities

• Supervise daily activities of Bell/Door staff, switchboard operators and front‑desk agents.
• Maintain service standards, handle guest complaints and resolve conflicts promptly.
• Monitor staffing levels, schedule staff and ensure coverage during absences of senior managers.
• Communicate business objectives, performance expectations and recognize employee achievements.
• Track departmental financial metrics and implement actions to meet or exceed targets.
• Provide coaching and on‑the‑job training to enhance team performance.
• Act as the point of contact for exceptional customer service initiatives.

Required profile

• High school diploma or GED with at least 2 years of experience in guest services, front desk or a related area, or a 2‑year degree in Hotel Management, Hospitality, Business Administration or a related field.
• Strong interpersonal and communication skills with a focus on guest satisfaction.
• Ability to lead, motivate and develop a diverse team.
• Understanding of how front‑office operations impact overall property financial goals.

Required skills

• Proficiency in standard front‑office software and property management systems (as used in luxury hotels).