Duty Manager

The Meydan Hotel; Dubai; On-site; AED 90,000 - 150,000; Full time

Job summary

The Meydan Hotel in Dubai seeks a Duty Manager to oversee daily hotel operations, ensuring exceptional guest experiences across all departments. You will act as the senior contact in the absence of department heads, resolving issues, monitoring service standards, and ensuring adherence to policies and safety procedures.

This leadership role combines operational oversight with guest relations, supporting front office and other departments to maintain high standards of service and efficiency.

Qualifications

• Excellent professional presentation skills.
• Strong guest service orientation.
• Advanced verbal and written communication.
• Ability to work under pressure in a fast-paced environment.

Responsibilities

• Manage front office duties according to established standards.
• Assist Front Office leadership in daily operations with courteous, professional service.
• Coach staff on call handling, guest services and procedures.
• Monitor check-in/out processes for efficiency and accuracy.
• Ensure adherence to hotel policies, safety protocols, and budget controls.
• Liaise with Reception and Housekeeping to prioritise arrivals and requests.
• Handle guest compensation issues professionally and promptly.
• Lead by example to motivate teams to meet service goals.

Skills

Guest service excellence

Communication skills

Leadership

Problem solving

Team collaboration

Attention to detail

Tools

Opera PMS

Micros

MS Windows

Job description

Job Description: ( 20267 )

Situated at the heart of Dubai’s world-renowned Meydan Racecourse, The Meydan Hotel offers an elevated hospitality experience where contemporary luxury meets dynamic energy. Overlooking one of the world’s most iconic horse racing destinations, our hotel offers exceptional culinary experiences, spacious rooms with panoramic views, and seamless service to create unforgettable moments for every guest. Whether welcoming leisure travellers, business delegates, or racing enthusiasts, we are driven by a passion to deliver personalised, heartfelt hospitality and to exceed expectations at every turn.

Job Summary

The Duty Manager oversees daily hotel operations, ensuring smooth functioning across all departments and delivering exceptional guest experiences. Acting as the senior point of contact in the absence of department heads, the Duty Manager handles guest inquiries, resolves complaints, monitors service standards, and ensures that hotel policies, procedures, and safety protocols are followed. This role combines leadership, operational oversight, and guest relations to maintain high standards of service and operational excellence.

Key Responsibilities

• Manage, supervise, and demonstrate all front office duties according to established standards.
• Assist the Front Office Manager / Assistant Front Office Manager in efficiently running daily operations, ensuring courteous, professional, and flexible service at all times.
• Assign tasks to subordinates using the multi-tasking principle and monitor their performance regularly.
• Ensure adherence to operating expenses and control all departmental costs.
• Oversee requisitioning, storage, and careful use of operating equipment and supplies.
• Ensure proper handling of telephone calls, messages, and adherence to hotel etiquette.
• Train and guide staff on call handling, guest services, and operational procedures.
• Monitor guest check-in and check-out processes to ensure efficiency and accuracy.
• Ensure timely submission of guest passport details through the CID system.
• Verify that all special rates have appropriate authorization.
• Assist with VIP and long-stay guests, ensuring personalized attention.
• Make decisions regarding guest interactions with hotel employees and resolve complaints promptly.
• Liaise with Reception and Housekeeping to prioritize arrival rooms and special requests.
• Handle all guest compensation issues professionally.
• Assist with direct individual and group check-ins/check-outs and ensure procedures are followed.
• Ensure all guest room preferences are assigned before arrival based on hotel availability.
• Support Guest Service Executives with daily shift audits and cash spot checks.
• Ensure DTCM/VICAS checks are completed accurately and handed over properly to the next shift.
• Ensure VIP guests are personally welcomed on arrival and seen off on departure.
• Maintain FO team grooming and appearance standards in line with The Meydan Hotel guidelines.
• Promote a warm, friendly approach among team members and encourage sharing of workloads, skills, and knowledge.
• Maintain awareness of emergency procedures and act effectively in emergency situations.
• Adhere to policies concerning fire, evacuation, accidents, bomb threats, and law & order incidents.
• Inform higher management or General Manager of major issues and assist with guest compensation where necessary.
• Mentor new or inexperienced employees and conduct regular performance reviews.
• Lead by example, motivating staff to meet service standards and departmental goals.
• Manage departmental operations within the allocated budget.
• Ensure strict adherence to cashiering procedures and financial controls.
• Support the implementation of the Hotel’s Code of Discipline.
• Attend training sessions and participate in company-led employee activities.
• Ensure all staff are aware of Lost & Found procedures.
• Maintain proper care and maintenance of equipment in assigned areas.
• Comply with hotel hygiene, grooming, and personal appearance standards.
• Follow the hotel’s environmental policies and established guidelines.
• Adhere to attendance and timekeeping procedures.
• Perform other duties as delegated by management.

Skills, Experience & Educational Requirements

• Demonstrates excellent professional presentation skills.
• Exceptional guest service abilities with a strong customer-focused approach.
• Advanced verbal and written communication skills.
• Proficient in Microsoft Windows applications.
• Knowledge of hotel property management systems such as Opera, and familiarity with sales systems such as Micros.
• Strong interpersonal, analytical, and problem-solving skills.
• Highly responsible, reliable, and self-motivated.
• Able to perform effectively under pressure in a fast-paced environment.
• Works cohesively and collaboratively within a team.
• Maintains calmness, courtesy, and always focus on guest needs.
• Strong attention to detail and commitment to service excellence.

Our company is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, innovative, inclusive, and inspiring in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.