Duty Manager

Mandarin Oriental Hotel Group Limited; Muscat; Presencial; OMR 12 000 - 18 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Learning & Development programs

MOstay complimentary nights

Health & Colleague Wellness

Resumo da oferta

Mandarin Oriental Hotel Group Limited seeks a proactive Duty Manager to oversee daily hotel operations and maintain the brand’s Legendary Quality Experiences. You will act as the on-site senior leader, guiding guest relations, coordinating cross‑department activities, and ensuring top-tier service.

You will lead by example, coach colleagues, and drive service recovery, while upholding safety and brand standards. A background in Front Office and luxury hotel operations is essential.

Qualificações

• 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 PMS.
• Excellent leadership, decision‑making, and problem‑solving skills.
• Strong verbal and written communication skills in English; additional languages are an advantage.

Responsabilidades

• Oversee daily hotel operations during assigned shifts and maintain service standards.
• Act as senior on-duty representative, handling guest relations and service recovery.
• Coordinate with Front Office, Housekeeping, Engineering, Security, F&B and other departments.
• Monitor occupancy, arrivals/departures, VIP movements, and special requests.
• Provide coaching and support to colleagues; lead by example.

Conhecimentos

Leadership

Communication skills (English)

Guest service orientation

PMS proficiency

Formação académica

Bachelor's Degree or Diploma in Hospitality Management

Ferramentas

PMS (Property Management System)

Descrição da oferta de emprego

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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