Duty Manager

The First Group Hospitality; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

The First Group Hospitality in Dubai is seeking an experienced Front Office Operations Supervisor to oversee guest services, audits, and shift coverage across departments.

You will handle guest complaints, train staff, drive upselling, and maintain brand standards while coordinating with department managers to ensure smooth property operations. The ideal candidate has strong English, at least 2 years in a similar role, flexible hours, and a proactive approach to guest satisfaction.

Qualifications

• At least 2 years of experience in a similar role.
• Excellent communications skills with proficiency in Business English (spoken and written).
• Team player with strong planning and organizing abilities.
• Ability to work flexible hours with rotating shifts.
• Pleasant, problem-solving mindset and guest-centric approach.

Responsibilities

• Review guest complaints and feedback, coordinating with Departmental Managers for corrective actions.
• Run operational audits across Front Desk, Housekeeping, and F&B with monthly training feedback.
• Handle check-ins/outs, reservations, guest requests, and shift coverage.
• Lead guest relations during shifts and escalate issues to maintain service standards.
• Train staff on online platforms, systems, and equipment; promote upselling.
• Collaborate with all departments to support property operations and guest satisfaction.

Skills

Business English

Communication

Team player

Planning & organizing

Problem-solving

Flexible hours

Job description

Overview

About The First Group Hospitality:

The First Group Hospitality is a Dubai-headquartered, full-service hospitality management company specialising in hotel operations, asset management, and F&B strategy. With a team of industry veterans and a proven track record, the company delivers tailored solutions that enhance efficiency, optimise revenue, and maximise asset value for investors and hotel owners. As a trusted third-party hotel management provider, The First Group Hospitality partners with leading global brands to drive operational excellence and long-term profitability, thanks to expertise spanning property performance optimisation, cost management, and guest experience enhancement. Beyond management, The First Group Hospitality develops and operates a dynamic portfolio of upscale hotels, residences, and award-winning restaurants, creating high-value hospitality assets that stand out in the market. For more information, visit tfghospitality.com

About The First Collection:

The First Collection represents a new era of urban lifestyle resorts, delivering a unique blend of hospitality across Dubai’s vibrant landscape. Known for merging modern sophistication with authentic Dubai charm, The First Collection is where exceptional service meets innovative design. Each hotel in the portfolio offers bespoke experiences, including exclusive access to Soluna Restaurants & Beach Club on the Palm Jumeirah for both dining and beachside relaxation, as well as serene city escapes that reflect Dubai’s dynamic energy. As part of The First Group, a leader in award-winning hospitality and real estate developers in Dubai, The First Collection is more than a hotel brand—it’s an immersive journey into the heart of Dubai.

About The First Collection Marina:

Nestled in Dubai Marina, The First Collection Marina provides a chic urban escape with stunning views and premium facilities with 493 guest rooms and suites. Guests can relax in the rooftop pool, rejuvenate at the spa, and enjoy exclusive access to Soluna Restaurants & Beach Club on the Palm Jumeirah, encompassing both dining and beach club experiences. Ideal for travellers seeking a relaxed yet lively stay, this hotel captures the spirit of Dubai Marina.

Job Description

• Reviews guest complaints and feedback to ensure that mistakes are changed after the first complaint. Finding solutions to issues alongside the Departmental Managers.
• Runs operational audits and checks on Front desk, housekeeping, F&B on service, time, quality and up selling monthly with feedback on how to train and gain consistency.
• Checks guests in and out, Handles and takes reservations, Handles guest’s special requests and customer complaints during shift when required.
• Works on a shift rotation to ensure all shifts are covered within the Hotel.
• Investigates and handles complaints, disturbances, emergencies, etc. during shift.
• Attends and contributes to daily meetings to maintain favourable working relationships among team players and promote maximum morale, productivity, and efficiency.
• Thinks outside of the box with regards to ‘wowing the guests’.
• Trains all relevant team players on the various online platforms, systems and equipment.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Maintains strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Intervenes in any guest/team player situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and team player well-being is preserved.
• Ensures that regular on-going communication is happening with team players to create awareness of TFC programs and communicate expectations, recognizes performance, and produces desired results.
• Provides services that are above and beyond for guest satisfaction and retention.
• Courtesy calls to new guest arrivals for loyalty members and VIP’s.
• Reviews personalised amenities for each guest based on the data that we have for each guest. All amenities to be a wow for the guests.
• Supports the operation in their peak periods. Breakfast time / check out time and heavy event periods.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction and brand compliance.
• Brand audit to be conducted for front of house areas as requested by line manager.
• Runs Guest reviews meetings alongside the Cluster Director of Rooms to ensure that the action plans are completed and followed up during the month for immediately change.
• Reports trends and patterns of operations / brand concerns and improvements to Cluster Director of Rooms with regards to areas of concern/improvement.
• A key driver in the upselling program, a mentor and coach for the line team players.
• Works collaboratively with FOM in preparing the expenses budget, and ensures that there are measures in place to manage each expense in line with our budget through efficiency in operation.
• Ensures vacation, Public Holidays and lieu days are used to the needs of the business.
• Ensures that the payroll is submitted to HR on the agreed date.

Desired Skill & Expertise

• Atleast 2 years of experience working in a similar role.
• Excellent communications skills with Proficiency in speaking and writing Business English
• Team player with excellent planning & organizing skills
• Able to work flexible working hours with rotating shifts
• Pleasant personality with good problem-solving skills