Duty Manager

About the role

We are seeking an experienced and detail‑oriented Duty Manager to join our dynamic team at Sofitel Al Hamra Beach Resort in Ras Al‑Khaimah. The role is pivotal in overseeing daily hotel operations, leading staff with empathy and assertiveness, and ensuring exceptional service across all departments.

Key responsibilities

• Supervise and support operational teams across all departments, providing coaching and mentorship to maintain service excellence.
• Lead daily operations during assigned shifts, respond promptly to operational needs, and make decisive decisions.
• Handle guest inquiries, requests, and complaints with professionalism, ensuring timely resolution.
• Conduct team briefings and departmental meetings to communicate updates, policies, and procedures.
• Manage crisis situations, prioritize guest safety, and maintain analytical decision‑making.
• Monitor operational metrics, revenue reconciliation, and financial procedures to support organizational goals.
• Coordinate with all hotel departments to ensure seamless guest experiences.
• Assist with roster preparation, recruitment, onboarding, training, and performance development.
• Ensure compliance with health, safety, privacy regulations, and company policies.
• Report maintenance requirements and participate in continuous‑improvement initiatives.

Required profile

• Diploma in Hospitality Management, Business Administration or related field (preferred).
• Minimum 3 years of relevant experience in hospitality operations or hotel management.
• Proven experience in shift management, team supervision and leadership in a fast‑paced environment.
• Strong analytical, problem‑solving and crisis‑management abilities.
• Financial acumen with understanding of revenue management, reconciliation and budgeting.
• Knowledge of health, safety, compliance and regulatory requirements in hospitality.
• Ability to work flexible 24/7 roster schedules, including nights, weekends and holidays.

Required skills

• Revenue Management
• Hotel operational software / Property Management System (PMS)
• Microsoft Office Suite
• Microsoft Outlook