Duty Manager

SOFITEL; Dubai; On-site; AED 201,000 - 335,000; Full time

Job summary

Sofitel Dubai is seeking an experienced Duty Manager / Guest Relations leader to ensure exceptional guest experiences in our luxury hotel. The role involves hands-on leadership, supervising Front Office operations, and coordinating with Housekeeping, F&B, Engineering, and Security to maintain brand standards.

Ideal candidates will have 3–5 years in luxury hotel operations, including Front Office or Guest Relations, and familiarity with Opera PMS. UAE market experience is a plus.

Qualifications

• Bachelor's degree in Hospitality Management, Business, or related field preferred.
• Minimum 3–5 years of progressive experience in luxury hotel operations, including Front Office or Guest Relations.
• Experience as a Duty Manager or senior Front Office supervisory role preferred.
• Experience in UAE or GCC luxury hospitality market advantageous.

Responsibilities

• Be visibly present in lobby and public areas, engaging with guests and anticipating needs.
• Welcome VIPs, dignitaries, and repeat guests, honoring preferences and requests.
• Own service recovery for guest complaints with swift, empathetic handling.
• Monitor guest feedback channels and respond in real time.
• Conduct regular walkthroughs to ensure cleanliness and brand-standard presentation.
• Coordinate between Front Office, Housekeeping, F&B, Engineering, and Security during shifts.
• Oversee check-in/check-out flow during peak periods and support Front Office.
• Coordinate group arrivals, events, and VIP movements smoothly.
• Supervise and motivate on‑duty colleagues across departments.
• Conduct shift briefings and document incidents and resolutions.

Education

Bachelor's degree in Hospitality Management, Business, or related field

Tools

Opera PMS

Job description

Responsibilities

• Be visibly present in the lobby and public areas proactively engaging with guests and anticipating needs
• Personally welcome VIPs dignitaries and repeat guests ensuring preferences and special requests are honored
• Own service recovery for guest complaints resolving issues swiftly empathetically and within brand guidelines
• Monitor guest feedback channels in-stay surveys online reviews 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
• Act as the central coordination point between Front Office Housekeeping F amp B Engineering and Security during the shift
• Oversee check-in check-out flow during peak periods supporting Front Office colleagues as needed
• Ensure smooth coordination of group arrivals events and VIP movements
• Supervise coach and motivate on-duty colleagues across departments
• Conduct shift briefings communicating key arrivals VIPs events and operational priorities
• Step into a hands‑on role during high‑volume or short‑staffed periods
• Uphold grooming etiquette and service standards consistent with Sofitel brand expectations
• Serve as the property s senior on‑site contact for emergencies medical fire security or guest incidents outside of standard management hours
• Liaise with Security and local authorities as required ensuring proper incident documentation
• Prepare detailed shift handover and Duty Manager logbook reports
• Document and elevate incidents complaints and resolutions to relevant department heads
• Support night audit processes and financial closing procedures where applicable
• Monitor key operational reports occupancy arrivals departures VIP lists events ahead of each shift

Qualifications

• Bachelor's degree in Hospitality Management, Business, or related field (preferred)
• Minimum 3 5 years of progressive experience in luxury hotel operations, including Front Office or Guest Relations
• Prior experience in a Duty Manager, Guest Relations Manager, or senior Front Office supervisory role preferred
• Experience within the UAE or GCC luxury hospitality market is highly advantageous
• Working knowledge of property management systems (e.g., Opera PMS)