Guest Experience Duty Manager

GRAND MERCURE; Dubai; On-site; AED 90,000 - 130,000; Full time

Benefits offered by this job

Professional development

Job summary

GRAND MERCURE Dubai is seeking an experienced Front Office Operations Lead to oversee all hotel departments, focusing on guest satisfaction and KPI-driven performance. You will guide Reservations, check-in/check-out processes, and collaborate with department heads to ensure seamless guest experiences.

The role emphasizes proactive service, professionalism, and strong leadership under pressure in a fast-paced hotel environment. A UAE work permit and hospitality background are preferred.

Qualifications

• Previous experience in hospitality is required.
• Previous Property Management System experience required.
• Computer literate in Microsoft Windows applications required.
• University College degree in a related discipline preferred.
• Must possess a professional presentation.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively as part of a team.
• Ability to focus attention on guest needs remaining calm and courteous at all times.

Responsibilities

• Assist with the management of all operational departments as required.
• Management of roster costings and forecasting.
• Professional development of Reservation Agents to ensure strong succession planning.
• Involvement in and management of setting KPI s for Front Office & guest satisfaction.
• Process and assist with check-in check-out of guests ensuring all procedures are adhered to.
• Assist in all areas of the hotel to eliminate potential issues including Food & Beverage operations.
• Immediately attending to guest requests and leading by example to other members of the team by being proactive and resourceful.
• Responsibility for the health and safety of all patrons guests and staff members.
• Overseeing of whole guest experience from Reservation through to departure.

Skills

Customer service

Interpersonal skills

Problem solving

Reliability

Teamwork

Education

University degree

Tools

Property Management System

Microsoft Windows

Job description

GRAND MERCURE Dubai is seeking an experienced Front Office Operations Lead to oversee all hotel departments, focusing on guest satisfaction and KPI-driven performance. You will guide Reservations, check-in/check-out processes, and collaborate with department heads to ensure seamless guest experiences.

The role emphasizes proactive service, professionalism, and strong leadership under pressure in a fast-paced hotel environment. A UAE work permit and hospitality background are preferred.