Front Office Duty Manager

Job Post Summary

We are looking for an experienced and service-oriented Duty Manager to join the team at Mercure Gold Hotel Dubai.

The Duty Manager will be responsible for overseeing the smooth operation of the hotel during the assigned shift, ensuring guest satisfaction, supporting all departments, handling operational concerns, and acting as the management representative on duty.

Job Responsibilities:

• Take overall responsibility for hotel operations during the assigned shift.
• Act as the management representative and point of contact for guests, Heartists, and operational departments.
• Ensure smooth and efficient Front Office operations, including arrivals, departures, room allocation, VIPs, special requests, and guest relations.
• Monitor guest satisfaction and handle complaints, concerns, and service recovery professionally.
• Conduct regular hotel rounds and ensure operational standards are maintained across Front Office, Housekeeping, F\&B, Engineering, Security, and other areas.
• Coordinate closely with all departments to resolve operational issues promptly.
• Monitor VIP arrivals, special occasions, long-stay guests, and important guest requests.
• Ensure all guest requests, incidents, and pending operational matters are properly followed up and handed over.
• Support Front Office teams with cashiering, billing, foreign exchange, room moves, and other operational matters when required.
• Ensure compliance with hotel SOPs, Mercure/Accor brand standards, safety procedures, and service standards.
• Monitor hotel security, emergency situations, and incident reporting, taking appropriate action when required.
• Support the team in maintaining high standards of cleanliness, presentation, grooming, and guest service.
• Coach and guide Heartists during the shift, ensuring professional conduct and service delivery.
• Prepare and review shift handovers, reports, and operational updates.
• Coordinate with senior management on significant guest or operational matters.
• Ensure effective communication between shifts and departments.
• Perform other duties and responsibilities as assigned by the management.

Requirements:

• Minimum 3-4 years of hotel experience, with previous experience as a Duty Manager / Assistant Front Office Manager in a 4 or 5 star hotel.
• Strong knowledge of Front Office and overall hotel operations.
• Previous experience handling guest complaints, service recovery, VIP guests, and operational incidents.
• Good knowledge of Opera Cloud or similar PMS.
• Strong leadership, decision-making, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Good command of English; additional languages are an advantage.
• Ability to remain calm and professional under pressure.
• Strong coordination skills with all hotel departments.
• Well-groomed, confident, and guest-oriented personality.
• Flexible to work shifts, weekends, and public holidays.
• Previous experience with Accor / Mercure standards is an advantage.
• Candidates available immediately or on short notice are preferred.

Work Location: In person