Duty Manager - Hotel Operations

Accor Group; Dubai; Sur place; AED 201 000 - 335 000; Plein temps

Résumé du poste

Accor is seeking a professional Duty Manager to oversee hotel operations on assigned shifts in Dubai, United Arab Emirates. The role acts as the on-duty management representative, coordinating departments and ensuring service standards and safety.

You will work with Front Office, Housekeeping, F&B, Engineering, and Security, handle guest concerns, monitor room readiness, and support financial controls while maintaining brand standards.

Qualifications

• Diploma or Bachelor's Degree in Hospitality Management or related field.
• Minimum 2–3 years of hotel operations experience.
• Experience in Front Office or supervisory role preferred.
• Strong English communication skills.
• Willingness to work flexible shifts, including night shifts, weekends, and holidays.

Responsabilités

• Oversee daily hotel operations during assigned shifts as the on-duty management representative.
• Coordinate activities across Front Office, Housekeeping, Food & Beverage, Engineering, Security and other departments.
• Conduct inspections of public areas and guest facilities for safety and service quality.
• Monitor guest arrivals, VIP movements, group arrivals and special requests.
• Ensure effective shift handovers and communicate outstanding matters to incoming staff.
• Maintain compliance with hotel procedures and SOPs and support operational continuity.

Connaissances

Leadership

Guest service

Communication

Problem solving

Shift management

Team coordination

Formation

Diploma or Bachelor's in Hospitality Management

Description du poste

Duty Manager - Hotel Operations

Job Snapshot

Role: Duty Manager
Location: Dubai, United Arab Emirates
Industry: Hospitality
Function: Hotel Management
Experience: Minimum 2-3 years in hotel operations
Job Type: Full Time
Work Arrangement: On-site

Position Overview

Accor is seeking a professional and guest-focused Duty Manager to oversee hotel operations during assigned shifts in Dubai, United Arab Emirates. As the management representative on duty, the Duty Manager is responsible for coordinating hotel departments, maintaining service standards, resolving guest concerns, and ensuring the safety and comfort of guests and employees. The role requires effective collaboration with Front Office, Housekeeping, Food and Beverage, Engineering, Security, and other operational teams. The successful candidate will also oversee shift handovers, monitor operational performance, support financial controls, and respond to emergencies in accordance with hotel procedures. Candidates should have 2-3 years of hotel operations experience, preferably in Front Office or a supervisory position, along with strong leadership, communication, and problem-solving skills.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Hospitality
• Function: Hotel Management
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site
• Hotel Operations and Shift Management

Responsibilities

• Oversee daily hotel operations during assigned shifts and act as the designated management representative.
• Coordinate operational activities across departments to maintain efficient service delivery.
• Conduct regular inspections of public areas, guest facilities, and operational spaces to verify cleanliness, safety, and service quality.
• Monitor guest arrivals, departures, VIP movements, group arrivals, and special requests.
• Coordinate with Front Office, Housekeeping, Food and Beverage, Engineering, Security, and other departments to address operational requirements.
• Monitor room availability, room readiness, and issues affecting guest accommodation.
• Follow up with relevant departments to resolve operational challenges promptly.
• Ensure effective shift handovers, including communication of outstanding matters to the incoming Duty Manager or department heads.
• Maintain operational continuity and compliance with established hotel procedures.

Guest Relations and Service Recovery

• Welcome guests professionally and provide attentive, personalized assistance throughout their stay.
• Respond promptly to guest complaints, enquiries, and special requests.
• Manage service recovery situations with professionalism, discretion, and sound judgment.
• Follow up on guest concerns to confirm that appropriate resolutions have been implemented.
• Build positive relationships with guests and contribute to memorable hospitality experiences.
• Ensure VIP guests, loyalty members, and returning guests receive appropriate recognition according to hotel standards.
• Take suitable corrective action when service failures occur, protecting guest relationships and the hotel 's reputation.
• Communicate recurring guest concerns to the appropriate departments for further improvement.

Team Leadership and Departmental Coordination

• Provide operational guidance and support to employees during assigned shifts.
• Ensure team members follow hotel policies, grooming requirements, service procedures, and brand standards.
• Conduct shift briefings when necessary and communicate important operational information.
• Support department supervisors in resolving service issues and maintaining operational efficiency.
• Encourage teamwork, cooperation, and clear communication between hotel departments.
• Promote a professional and positive working environment.
• Report significant employee-related concerns, disciplinary matters, and operational issues to the relevant department head or Human Resources.
• Support consistent implementation of hotel service standards across operational teams.

Safety, Security and Emergency Response

• Maintain awareness of guest, employee, visitor, and property safety during assigned shifts.
• Respond promptly to emergencies, accidents, incidents, fire alarms, medical situations, and security concerns.
• Coordinate emergency responses with Security, Engineering, and other relevant departments.
• Follow established hotel emergency management and incident response procedures.
• Prepare accurate incident reports and inform the appropriate management representatives of significant events.
• Ensure compliance with occupational health and safety requirements and hotel security policies.
• Protect guest privacy and confidential information in accordance with applicable data protection requirements.
• Exercise calm and effective judgment when managing unexpected or challenging situations.

Financial Controls and Operational Efficiency

• Monitor Front Office cashiering procedures and guest billing practices to ensure compliance with hotel financial controls.
• Assist with resolving billing discrepancies, payment concerns, and related guest enquiries within assigned authority.
• Ensure refunds, rebates, allowances, and service recovery expenses receive appropriate authorization and documentation.
• Monitor operational expenses and encourage responsible use of hotel resources.
• Identify inefficiencies affecting hotel operations and communicate recommendations to relevant department heads.
• Support accurate financial procedures while maintaining a positive guest experience.

Quality Assurance and Accor Brand Standards

• Ensure compliance with hotel Standard Operating Procedures (SOPs), service requirements, and applicable Accor brand standards.
• Conduct routine operational inspections to assess cleanliness, maintenance, safety, and guest service conditions.
• Follow up on identified deficiencies with the responsible departments.
• Monitor service delivery to maintain consistent quality throughout the hotel.
• Support internal and external audits, quality assurance inspections, and guest satisfaction improvement initiatives.
• Identify recurring operational concerns and recommend appropriate corrective measures.
• Contribute to continuous improvement in hotel operations and guest experience.

Reporting and Administrative Responsibilities

• Maintain accurate Duty Manager logbooks and shift reports.
• Document guest complaints, service recovery actions, operational incidents, and outstanding follow‑up matters.
• Prepare incident reports in accordance with hotel reporting requirements.
• Communicate significant developments and unresolved concerns to relevant managers and incoming shift personnel.
• Provide operational updates to the Hotel Manager or designated management representatives when required.
• Ensure important information is recorded clearly to support effective departmental coordination.
• Perform additional responsibilities assigned by Hotel Management.

Required Qualifications

• Diploma or Bachelor 's Degree in Hospitality Management, Hotel Management, or a related field is preferred.
• Minimum 2-3 years of experience in hotel operations, preferably within Front Office or a supervisory role.
• Previous experience with an international hotel chain is an advantage.
• Good knowledge of Front Office operations, guest service standards, and hotel operating procedures.
• Strong written and spoken English communication skills.
• Ability to work independently and make sound decisions within assigned authority.
• Willingness to work flexible shifts, including night shifts, weekends, and public holidays.

Essential Skills and Competencies

• Strong leadership and operational coordination abilities.
• Excellent guest relations and customer service skills.
• Effective complaint handling and service recovery capabilities.
• Sound judgment and decision-making under pressure.
• Strong problem-solving and conflict‑resolution skills.
• Ability to coordinate multiple hotel departments during busy operational periods.
• Professional communication and interpersonal skills.
• Good understanding of hotel safety, security, and emergency procedures.
• Attention to detail in operational inspections, reporting, and financial controls.
• Ability to prioritize responsibilities and respond effectively to changing operational requirements.
• Commitment to maintaining hotel service quality and brand standards.

About Accor

Accor is an international hospitality group with a portfolio of hotel brands serving different guest segments and travel needs. The group emphasizes guest experience, professional hospitality service, and operational standards across its hotel operations. The Duty Manager position offers an opportunity to contribute to Accor 's hospitality operations by coordinating daily hotel activities, supporting employees, maintaining service quality, and helping deliver a welcoming and reliable experience for guests.