Front Office Duty Manager - Guest Experience Leader (4-5★)

Mercure Gold Hotel; Dubai; On-site; AED 156,000 - 257,000; Full time

Job summary

Mercure Gold Hotel Dubai is seeking an experienced Duty Manager to oversee hotel operations during the assigned shift, ensuring guest satisfaction and smooth Front Office and interdepartmental coordination. You will act as the management representative on duty and uphold brand standards.

The ideal candidate has 3–4 years' hotel experience at 4- or 5-star properties, strong leadership, English proficiency, and experience with Opera Cloud PMS; candidates available immediately are preferred.

Qualifications

• Minimum 3–4 years of hotel experience, preferably in a 4 or 5 star property.
• Strong knowledge of Front Office and overall hotel operations.
• Experience handling guest complaints and service recovery.
• English language proficiency; other languages are a plus.

Responsibilities

• Take overall responsibility for hotel operations during the assigned shift.
• Act as the management representative and point of contact for guests and departments.
• Ensure smooth Front Office operations and guest relations.
• Monitor guest satisfaction and handle complaints and service recovery.
• Coordinate with all departments to resolve operational issues promptly.
• Coach Heartists and prepare shift handovers and reports.

Skills

Front Office operations

Leadership

Communication

Guest relations

Decision making

Tools

Opera Cloud PMS

Accor/Mercure standards

Job description

Mercure Gold Hotel Dubai is seeking an experienced Duty Manager to oversee hotel operations during the assigned shift, ensuring guest satisfaction and smooth Front Office and interdepartmental coordination. You will act as the management representative on duty and uphold brand standards.

The ideal candidate has 3–4 years' hotel experience at 4- or 5-star properties, strong leadership, English proficiency, and experience with Opera Cloud PMS; candidates available immediately are preferred.