Duty Manager – Luxury Hotel

About the role

The Duty Manager will be the visible face of Sofitel Dubai The Palm, ensuring seamless operations across all public areas and delivering exceptional guest experiences. This role requires a proactive presence in the lobby, swift issue resolution, and coordination among multiple hotel departments.

Key responsibilities

• Engage with guests in the lobby and public areas, anticipating needs and welcoming VIPs, dignitaries, and repeat guests.
• Own service recovery for guest complaints, resolving issues promptly and within brand guidelines.
• Monitor guest feedback channels and respond to 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 Front Office, Housekeeping, F&B, Engineering, and Security during shifts, overseeing check‑in/check‑out flow and group arrivals.
• Supervise, coach, and motivate on‑duty colleagues across departments; lead shift briefings and handovers.
• Act as senior on‑site contact for emergencies (medical, fire, security) outside standard management hours.
• Support night audit processes and financial closing procedures where applicable.

Required profile

• Minimum 3 years (36 months) of experience in a senior hospitality operations role.
• Strong presence and communication skills, with the ability to engage guests and staff effectively.
• Proven ability to handle VIP guests, service recovery, and emergency situations.
• Excellent organizational skills and the capacity to manage multiple departments simultaneously.

Required skills

• Property Management Systems
• Opera PMS