Duty Manager

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

Job summary

FIVE Hotels & Resorts in Dubai is seeking a Guest Services Associate to lead hospitality at the lobby, welcome VIP guests, and coordinate services across departments to uphold a Five-Star standard.

You will manage guest requests, handle complaints with care, and contribute to a personalised experience for long-stay patrons, ensuring safety and efficiency in a fast-paced luxury setting.

Qualifications

• Experience in a Luxury Hotel environment in the UAE
• Excellent communication skills in English
• Guest service mindset and problem-solving ability

Responsibilities

• Greet and assist guests with professionalism, especially VIPs and long-stay patrons
• Coordinate services with different departments to deliver a five-star guest experience
• Handle guest inquiries and resolve issues with care and urgency
• Maintain health and safety procedures and uphold brand standards

Job description

Your Journey Starts Here.

At The Group, you'll operate at the crossroads of culture, entertainment, and commercial ambition - contributing to an ecosystem that spans hospitality, entertainment, real estate, and beyond.

This Isn't Just A Role - It's A Position Within A Global Lifestyle Powerhouse.

Whether you'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 of AED 4,400

Roles and Responsibilities

You approach your responsibilities with discipline, a clear understanding of what the business requires, and a consistent attention to quality - working collaboratively and focused, at all times, on delivering meaningful output.

• Previous experience in a similar role, managing a diverse team, in a Luxury Hotel environment in the UAE.
• Previous service experience is beneficial.
• Exceptional skills in Improving Customer Satisfaction, showcasing a commitment to Industry-Leading Standards.
• FIVE-Styled Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
• Comprehensive understanding of Health and Safety Regulations, and Security Procedures.
• Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow FIVERs.
• A Positive and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
• Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus).
• Strong understanding of Industry Regulations is beneficial.
• A hands-on attitude, fuelled by a Can-Do! Spirit.
• Passionately commits to delivering FIVE-Styled Service, valuing time as the new luxury, and exceeding even the highest Guest Expectations.
• Engages closely with Guests, extending warm greetings and providing Personalised Assistance, with a particular focus on VIP Guests and Long-Stay Patrons, ensuring an Unforgettable Experience.
• Initiates engaging conversations with Guests, offering general assistance and curating a Bespoke Experience.
• Extends a breathtaking welcome to VIP Guests and esteemed Corporate Clients upon their arrival, setting the tone for a truly Extraordinary Journey at FIVE.
• Manages, documents, and swiftly resolves all Guest Complaints, ensuring that every concern is handled with the utmost Care and Attention to Detail.
• Presides over the Hotel Lobby and other Public Areas, especially during busy periods, creating a FIVE-Star Atmosphere.
• Seamlessly coordinates the Services and Special Amenities provided to our cherished Long-Stay Guests, creating a Next-Level Experience tailored to their needs.
• Understands all Credit Procedures, ensuring their efficient and precise application.
• Keeps abreast of FIVE Products, Services, Policies, and Emergency Procedures, reflecting a commitment to excellence.
• Manages and conducts Health and Safety Procedures, including fire walks and food safety investigations to maintain our industry-leading standards.
• Monitors and evaluates Guest Satisfaction Reports, implementing visionary actions to elevate the guest experience.

What Success Looks Like

Be Part of an Organisation That Recognises Delivery and Rewards Growth.

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

You Connect

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

You Represent the Brand

In every interaction, whether with a guest, a colleague, or a partner, you conduct yourself as a representative of the brand.

You Own It

You assume full responsibility for what falls within your remit, and you see it through to completion with minimal oversight.

You Deliver

Your work is accurate, timely, and consistently meets the standard expected, while understanding how it connects to the wider business, team output and commercial results.

You Grow

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