Duty Manager

Mandarin Oriental; Muscat; On-site; OMR 9,000 - 18,000; Full time

Job summary

Mandarin Oriental, Muscat is seeking a Duty Manager to join the Front Office team. You will oversee daily hotel operations and ensure exceptional guest experiences in line with Mandarin Oriental's Legendary Quality Experiences (LQE).

The role requires strong leadership, 3+ years in a luxury hotel, PMS knowledge, and excellent English communication; you will manage guest relations, supervise front office shifts, and collaborate with departments to deliver personalized service.

Qualifications

• Bachelor's degree preferred in Hospitality Management or related field.
• Minimum 3 years' experience in a luxury hotel environment.
• 1-2 years' experience in a Duty Manager or equivalent leadership role.
• Strong knowledge of Front Office operations and guest service standards.

Responsibilities

• Oversee daily hotel operations during assigned shifts.
• Lead guest relations, service recovery, and problem resolution.
• Coordinate Front Office with Housekeeping, Engineering, Security, F&B and other departments.
• Maintain shift reports, handover notes, and incident records.
• Coach and develop operational colleagues; promote service culture.

Skills

Front Office leadership

Guest service

Team management

PMS proficiency

English communication

Education

Bachelor's Degree in Hospitality Management

Diploma in Hospitality

Tools

PMS

Job description

Mandarin Oriental, Muscat is looking for a Duty Manager to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Muscat is an urban resort located in the prestigious Shatti Al-Qurum area of Muscat. The property brings Mandarin Oriental’s legendary service and contemporary luxury to the Sultanate of Oman, offering an exceptional collection of guestrooms, suites and residences, distinctive dining experiences, extensive wellness facilities and elegant event spaces.

About The Role

The Duty Manager is responsible for overseeing the daily operation of the hotel, ensuring exceptional guest experience and maintaining the highest standards of service in line with Mandarin Oriental's Legendary Quality Experiences (LQE). The role acts as the senior management representative on duty, handling guest relations, operational challenges, colleague support, and interdepartmental coordination to ensure smooth and efficient hotel operation.

Key Responsibilities

• Ensure all guests receive personalized, professional, and prompt service.
• Act as the primary contact for guest concerns, complaints, and service recovery.
• Resolve guest issues efficiently and follow up to ensure complete satisfaction.
• Maintain a visible presence in public areas and engage with guests regularly.
• Anticipate guest needs and create memorable luxury experiences.
• Oversee hotel operations during assigned shifts.
• Ensure smooth coordination between Front Office, Housekeeping, Engineering, Security, Food & Beverage, and other operational departments.
• Monitor hotel occupancy, arrivals, departures, VIP movements, and special requests.
• Support and supervise Front Office operations, including check-in, check-out, billing, and cash handling procedures.
• Maintain accurate shift reports, handover notes, and incident records.
• Provide guidance, coaching, and support to operational colleagues.
• Lead by example and promote Mandarin Oriental's culture and service philosophy.
• Assist with colleague training, development, and performance improvement initiatives.
• Encourage teamwork and effective communication among departments.
• Investigate guest complaints and service failures.
• Implement appropriate service recovery actions.
• Document incidents and communicate outcomes to hotel management.
• Identify trends and recommend corrective actions to prevent reoccurrence.
• Serve as an active member of the Emergency Response Team.
• Ensure compliance with hotel policies, health and safety regulations, and brand standards.
• Manage emergency situations and coordinate responses when required.
• Conduct routine inspections of public and back-of-house areas to ensure safety and cleanliness standards are maintained.
• Monitor room inventory and room availability.
• Support upselling initiatives to maximize hotel revenue.
• Ensure proper control of guest accounts, billing accuracy, and credit procedures.
• Assist in achieving departmental financial objectives.

About You

• Bachelor's Degree or Diploma in Hospitality Management or related field preferred.
• Minimum 3 years' experience in a luxury hotel environment.
• Minimum 1-2 years' experience as a Duty Manager, Assistant Front Office Manager, or similar leadership role.
• Strong knowledge of Front Office operations and guest service standards.
• Experience with hotel property management systems (PMS).
• Excellent leadership, decision-making, and problem-solving skills.
• Strong verbal and written communication skills in English; additional languages are an advantage.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to our colleagues globally.

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