Duty Manager - Russian Speaking

Mandarin Oriental Hotel Group; Muscat; On-site; OMR 30,000 - 45,000; Full time

Job summary

Mandarin Oriental Hotel Group is seeking a Duty Manager - Russian Speaking to oversee daily hotel operations during shifts, ensuring guest experiences meet luxury standards and representing the hotel in guest relations, service coordination, and recovery.

Fluency in Russian and English is required to support Russian-speaking guests, VIPs, residents and visitors, while leading the Front Office, Housekeeping, Engineering, F&B, Spa and Security teams to deliver Mandarin Oriental's legendary service.

Qualifications

• Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or related field.
• Minimum 3-5 years of experience in luxury hotel operations or front office management.
• Fluent in Russian and English (spoken and written).
• Strong leadership and decision-making abilities.
• Excellent guest relations and interpersonal skills.
• Strong conflict resolution and problem-solving capabilities.
• Ability to remain calm and professional under pressure.
• Sound knowledge of hotel operations and guest service standards.
• Strong organizational and communication skills.
• Experience serving Russian luxury leisure travelers.
• Knowledge of local tourism attractions and destination services.

Responsibilities

• Deliver exceptional and personalized service to all guests, ensuring alignment with Mandarin Oriental luxury standards.
• Serve as the primary contact for guest concerns, requests, and escalated service issues.
• Welcome and engage with VIP guests, long-stay guests, and Russian-speaking guests.
• Proactively anticipate guest needs and resolve concerns promptly and professionally.
• Monitor guest satisfaction and implement service recovery measures when required.
• Oversee daily operation of the hotel during assigned shifts and ensure impeccable standards.
• Coordinate activities between Front Office, Housekeeping, Engineering, Food & Beverage, Spa and Security.

Skills

Russian language fluency

English language fluency

Leadership

Guest relations

Decision making

Calm under pressure

Education

Diploma or Bachelor's in Hospitality Management

Job description

About the Role

As a Duty Manager - Russian Speaking you will be responsible for overseeing the daily hotel operations during assigned shifts ensuring exceptional guest experiences and seamless service delivery in line with the luxury standards of Mandarin Oriental Hotel Group You will act as the hotel s representative managing guest relations operational coordination service recovery and team support while delivering the Group s legendary service philosophy The role requires fluency in Russian and English to effectively support Russian-speaking guests VIPs residents and visitors while creating memorable experiences that exceed expectations

Key Responsibilities

Deliver exceptional and personalized service to all guests ensuring alignment with Mandarin Oriental luxury standards Serve as the primary contact for guest concerns requests and escalated service issues Welcome and engage with VIP guests long-stay guests and Russian-speaking guests Proactively anticipate guest needs and take ownership of resolving concerns promptly and professionally Monitor guest satisfaction and implement service recovery measures when required Ensure all guest interactions reflect the values and service culture of Mandarin Oriental

Oversee the daily operation of the hotel during assigned shifts Conduct regular inspections of guest rooms public areas and operational facilities to ensure impeccable standards Coordinate activities between Front Office Housekeeping Engineering Food amp Beverage Spa and Security departments Ensure smooth arrivals departures and guest accommodations Manage operational incidents and make informed decisions to minimize disruptions

Support and provide direction to operational teams during shifts Encourage teamwork and collaboration across departments Coach colleagues on service excellence and guest engagement Lead daily briefings and communicate operational priorities effectively Promote a positive and professional work environment consistent with Mandarin Oriental values

Build strong relationships with Russian-speaking guests and travel partners Assist with translation and communication when required Support sales and guest relations initiatives targeting Russian-speaking markets

Ensure compliance with hotel health safety security and emergency procedures Respond effectively to emergencies guest incidents and crisis situations Complete accurate incident reports and follow-up actions Support security and safety audits as required

Monitor and control guest compensation and service recovery costs Support room revenue optimization through room upgrades and upselling opportunities Prepare daily Duty Manager reports and shift handover documentation Ensure accurate operational records and guest profiles are maintained

Qualifications & Experience

Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or related field.Minimum 3-5 years of experience in luxury hotel operations or front office management.Previous experience as a Duty Manager, Assistant Front Office Manager, or Guest Relations Manager preferred.Experience working in a luxury hospitality environment is highly desirable.Fluent in Russian and English (spoken and written).Strong leadership and decision-making abilities.Excellent guest relations and interpersonal skills.Strong conflict resolution and problem-solving capabilities.Ability to remain calm and professional under pressure.Sound knowledge of hotel operations and guest service standards.Strong organizational and communication skills.Experience serving Russian luxury leisure travelers.Knowledge of local tourism attractions and destination services.