[RWDHA] - Duty Manager

Rosewood Hotel Group; Doha; On-site; QAR 268,000 - 402,000; Full time

Benefits offered by this job

Competitive salary

Staff accommodation

Birthday day off

Personalized development plans

Job summary

Rosewood Doha is seeking a Front Office Supervisor to lead the Reception/Front Desk team and ensure seamless check-in/check-out, exceptional guest service and adherence to Rosewood standards.

You will supervise receptionists, coordinate with housekeeping and other departments, manage staff schedules, and maintain grooming and courtesy standards while delivering the luxury experience Rosewood is known for.

Responsibilities

• Oversee check-in/check-out process and guest arrivals.
• Supervise Receptionists and frontline staff to ensure Rosewood Standards.
• Coordinate with Housekeeping, Concierge, and other departments for guest needs.
• Manage daily staff scheduling and shift handovers.
• Monitor guest feedback and respond promptly to ensure satisfaction.

Job description

Why Join Us?

At Rosewood Doha, we create an environment where passion meets purpose - and where careers have meaning.

Guided by our philosophy of Relationship Hospitality and our culture of Make the Place, we believe in enriching lives, starting with yours. We empower you to bring your true self, grow with confidence, curate the extraordinary and leave your legacy.

You’ll be part of a diverse, inclusive and supportive community that invests in your development, celebrates achievements and inspires you to Discover Your Calling.

Together, we push boundaries, explore the uncharted and shape the future of luxury lifestyle experiences.

About Rosewood Doha

Rosewood Doha is a landmark destination inspired by Qatar’s coral reefs, bringing together ultra-luxury hospitality, residential living, culinary experiences, holistic wellness, differentiated retail and events within one integrated ecosystem. The property includes a 155-key hotel, 162 serviced apartments and 276 private residences, alongside a diverse collection of restaurants and lounges, expansive event spaces and curated lifestyle experiences. Our destination also houses Asaya, Qatar’s first members-only social wellness club, complemented by Rosewood’s signature Manor Club for Club Room and Suite guests.

Since opening in July of 2025, Rosewood Doha has been recognized with multiple international and regional accolades, including distinctions from the Michelin Guide, Forbes Travel Guide and Qatar Tourism - reflecting the scale, ambition and standards of excellence behind the destination. As part of the global Rosewood Hotels & Resorts portfolio, the property represents a new generation of luxury that goes beyond traditional hospitality into lifestyle, community and experience-driven destinations.

Our Associate Experience

We believe exceptional work deserves exceptional care. At Rosewood Doha, we offer a thoughtfully designed associate experience that supports your wellbeing, growth and life beyond work. This includes:

• A competitive salary and benefits package
• High-quality associate accommodation in prime locations in the heart of Lusail and the Pearl
• A birthday day off (because your milestones matter!)
• Personalized development plans and continuous learning opportunities to support your career journey

These benefits reflect our commitment to creating an environment where you thrive - professionally and personally - while building a meaningful career with us.

Your Role

Essential Duties and Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments, and location.
  • All room rates, special packages, and promotions.
  • Daily house counts and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations, and times.
  • All hotel and departmental policies and procedures.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all associates are knowledgeable of such.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and forecasts.
• Ensure that associates report to work as scheduled. Document any late or absent associates.
• Coordinate breaks for associates. Assign work duties to associates.
• Conduct pre-shift meeting with associates and review all information pertinent to the today's business.
• Inspect grooming and attire of associates; rectify any deficiencies.
• Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor associate’s performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk associates
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are addressed.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express checkouts are processed through the system.
• Monitor the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist associates with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
• Contact newly registered guests after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.
• Document each call according to procedures.
• Ensure security of guestroom access.
• Monitor and ensure that all cashiering procedures comply with Finance policies and standards:
  • Shortages/overages
  • Late charges
  • Petty cash/paid outs
  • Adjustments
  • Posting charges
  • Making change for guests
  • Cashier reports
  • Payment methods/processing
  • Settling accounts
  • Closing reports
  • Cashier reports
  • Balancing receipts
  • Dropping receipts
  • Securing banks
• Review previous night's no-shows, verify and ensure billing of such.
• Assist Finance in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Assist associates with expediting problem payments.
• Review the arrival report for accuracy and completeness. Check printed registration cards for information on arrival report; rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
• Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special request report and block according to specifications.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
• Print and review master’s for departed groups; check accuracy and distribute to Finance. Review flag reports and follow up accordingly.
• Review requests for late checkouts and approve according to occupancy. Communicate this information to Housekeeping.
• Ensure all closing duties for associates are completed before associates sign out.
• Provide feedback to associates on their performance. Handle disciplinary problems and counsel associates.
• Foster and promote a cooperative working climate, maximizing productivity and associate morale.
• Document pertinent information in department logbook.
• Complete all paperwork and closing duties.
• Review status of assignments and any follow-up action with on-coming Supervisor.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk associates to ensure a quality operation.
• Performs other duties as assigned by Manager.
• Supervise Receptionists, assisting them with issues that may arise and ensuring that all tasks are completed following Rosewood Standards.
• Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times.
• Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy.
• Be fully competent in all reception and cashier duties.
• Cover all shifts when required.
• Cover Rooms Coordinator shifts if required.
• Liaise with other Departments regarding special guest requirements (i.e. Laundry/Guest Services, Florist, Housekeeping, In Room Dining)
• Deal promptly and effectively with any complaints.
• Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible.
• Conduct a handover at the end of each shift with relieved staff, informing them of any special requirements or problems.
• Liaise with Guest Services to ensure swift baggage dispatch and collection.
• Follow up on late cancellations and no shows and charge when appropriate.
• Inform the receptionist/cashiers of new memos during the handover.
• Check the next day’s arrivals correspondence, confirming car, restaurant and bookings. Ensure that all guests’ needs are dealt with satisfactorily.
• Deal with room moves and ensure seamless communication of these with the relevant departments.
• Check potential room revenue for any discrepancies and make necessary corrections.
• Balance the screen (room types) for the next day.
• Maintain amicable and co-operative working relations with all other departments.
• To be responsible for identifying any training needs of Reception/Front Office associate and communicating these to the Front Office Departmental trainer.
• Assist the Duty Manager in all aspects of the department and ensure service standards are followed.
• Manage any emergencies on the desk and take necessary actions.
• Follow up all audit points with regards to LQA, Forbes & Rosewood Standards.

Standard Responsibilities

• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition to the ones stated, in a reasonable framework.
• Be a "brand ambassador" at all times and ensure brand integrity and clarity are always maintained.
• Model the company’s culture, vision, mission, and core values at all times.
• Appear as a role model to the Front Office team.
• Report any usual occurrences and any concerns to the Director / Assistant Director of Front of House.
• Display hospitality skills when dealing with guests and associates.
• Effective scheduling based on forecast business.
• Coach and counsel associates when necessary.
• Ensure high standards of personal presentation and grooming.