Duty Manager

FIVE Hotels and Resorts; Dubai; On-site; AED 45,000 - 54,000; Full time

Job summary

FIVE Hotels and Resorts in Dubai invites a Guest Experience Leader to own and deliver superior service across lobby and public spaces, coordinating VIP interactions and ensuring every touchpoint reflects the FIVE-Styled standard.

You will lead a diverse team, enforcing health and safety procedures while elevating guest satisfaction through proactive, precise service and seamless collaboration with hotel departments.

Qualifications

• Previous experience in a similar role, managing a diverse team, in a Luxury Hotel environment in the UAE.
• Exceptional skills in improving customer satisfaction and delivering industry-leading standards.
• Strong understanding of health and safety regulations and security procedures.

Responsibilities

• Manage the hotel lobby and public areas to create a FIVE-Star atmosphere.
• Coordinate guest services and amenities for VIP guests and long-stay patrons.
• Resolve guest complaints promptly with care and attention to detail.
• Engage with guests to provide personalised assistance and ensure memorable experiences.
• Maintain knowledge of FIVE products, services, policies, and emergency procedures.

Skills

Customer service

Team leadership

Communication skills

Health & safety awareness

Job description

Dubai, United Arab Emirates

The Opportunity

A Platform for Those Who Deliver.

Whetheryou're in a frontline role, a specialist function, or a leadership position,every role presents an opportunity to make a meaningful impact.

Compensation

• A fixed monthly salary ofAED 4,400offered as part of this exciting career opportunity.
  

Roles and Responsibilities

You Take Ownership. You Deliver WithPrecision.

Youapproach your responsibilities with discipline, a clear understanding of whatthe business requires, and a consistent attention to quality - workingcollaboratively and focused, at all times, on delivering meaningful output.

• Previous experience in asimilar role, managing a diverse team, in a Luxury Hotel environment in theUAE.
  
• Previous service experience is beneficial.
  
• Exceptional skills inImproving Customer Satisfaction, showcasing a commitment to Industry-LeadingStandards.
  
• 'FIVE-Styled' Visionarythinking by finding creative solutions, while taking Ownership for all dutiesand tasks assigned.
  
• Comprehensive understandingof Health and Safety Regulations, and Security Procedures.
  
• Sensational Teamwork andCollaboration skills to work effectively within a group and across departmentswith Fellow 'FIVERs.'
  
• A Positive and EnthusiasticEnergy that sets the tone for a Sensational Guest Experience.
  
• Impeccable communicationskills, both verbal and written, with fluency in English (Additional languagesare a Plus).
  
• Strong understanding ofIndustry Regulations is beneficial.
  
• A hands-on attitude, fuelledby a 'Can-Do!' Spirit.
  
• Passionately commits todelivering 'FIVE-Styled' Service, valuing time as the new luxury, and exceedingeven the highest Guest Expectations.
  
• Engages closely with Guests,extending warm greetings and providing Personalised Assistance, with aparticular focus on VIP Guests and Long-Stay Patrons, ensuring an UnforgettableExperience.
  
• Initiates engagingconversations with Guests, offering general assistance and curating a BespokeExperience.
  
• Extends a breathtakingwelcome to VIP Guests and esteemed Corporate Clients upon their arrival,setting the tone for a truly Extraordinary Journey at FIVE.
  
• Manages, documents, andswiftly resolves all Guest Complaints, ensuring that every concern is handledwith the utmost Care and Attention to Detail.
  
• Presides over the Hotel Lobbyand other Public Areas, especially during busy periods, creating a 'FIVE-Star'Atmosphere.
  
• Seamlessly coordinates theServices and Special Amenities provided to our cherished Long-Stay Guests,creating a Next-Level Experience tailored to their needs.
  
• Understands all CreditProcedures, ensuring their efficient and precise application.
  
• Keeps abreast of FIVEProducts, Services, Policies, and Emergency Procedures, reflecting a commitmentto excellence.
  
• Manages and conducts Healthand Safety Procedures, including fire walks and food safety investigations tomaintain our industry-leading standards.
  
• Monitors and evaluates GuestSatisfaction Reports, implementing visionary actions to elevate the guestexperience.
  

What Success Looks Like

Be Part of an Organisation ThatRecognises Delivery and Rewards Growth.

You'llbe part of a global, fast-growing business operating across some of the mostdistinctive destinations in the industry, working alongside a diverse,multicultural team united by shared standards, at a pace that supports realdevelopment and where consistent delivery is recognised across every function,brand, and territory.

You recognise how your work affects thewider team, the guest, and the business, and you act accordingly.

YouRepresent the Brand

Inevery interaction, whether with a guest, a colleague, or a partner, youconduct yourself as a representative of the brand.

You Own It

You assume full responsibility for whatfalls within your remit, and you see it through to completion with minimaloversight.

You Deliver

Yourwork is accurate, timely, and consistently meets the standard expected, whileunderstanding how it connects to the wider business, team output andcommercial results.

You Grow

You receive feedback constructively,develop your capabilities with intent, and approach every challenge as anopportunity to improve.

Ready to Join the Tribe?

If You Want to Play at the HighestLevel, We'd Like to Hear from You.