Duty Manager

SOFITEL; Makkah Region; On-site; SAR 180,000 - 300,000; Full time

Job summary

SOFITEL is seeking a skilled hotel Operations Manager to oversee all shift-based activities, ensuring seamless service, guest satisfaction, and staff performance. The role requires strong leadership, high standards, and proactive problem solving in a luxury hospitality setting.

The candidate should have a Diploma or Bachelor’s in Hospitality Management, 5+ years in hospitality with 2+ in management, and fluency in English.

Qualifications

• Diploma or Bachelor’s degree in Hospitality Management or related field.
• Minimum of 5 years in hospitality, with at least 2 in a management role.
• Proven track record of delivering exceptional customer service and managing guest relations.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in hotel property management systems and Microsoft Office suite.
• Ability to work flexible hours, including nights, weekends, and holidays.

Responsibilities

• Oversee and coordinate all aspects of hotel operations during assigned shifts.
• Ensure exceptional guest service by addressing inquiries, resolving issues and anticipating needs.
• Manage and motivate team members to maintain high performance standards.
• Handle guest complaints and concerns professionally and efficiently.
• Coordinate with various departments to ensure seamless communication and service delivery.
• Implement and enforce hotel policies, procedures, and safety regulations.
• Monitor and maintain cleanliness and presentation standards throughout the property.
• Manage check-in and check-out processes, ensuring a smooth and welcoming experience for guests.
• Conduct regular inspections of public areas and guest rooms to maintain quality standards.
• Assist in training and developing staff to enhance their skills and knowledge.
• Handle emergency situations and make critical decisions when necessary.
• Prepare and submit daily reports on hotel operations and guest feedback.
• Collaborate with other managers to improve overall hotel performance and guest satisfaction.

Skills

Leadership

Customer service

Team management

Communication

Problem solving

Multitasking

Cultural awareness

English fluency

Education

Diploma or Bachelor’s in Hospitality Management

Tools

PMS software

Microsoft Office

Job description

Responsibilities

• Oversee and coordinate all aspects of hotel operations during assigned shifts


• Ensure exceptional guest service by addressing inquiries resolving issues and anticipating needs


• Manage and motivate team members to maintain high performance standards


• Handle guest complaints and concerns professionally and efficiently


• Coordinate with various departments to ensure seamless communication and service delivery


• Implement and enforce hotel policies, procedures, and safety regulations


• Monitor and maintain cleanliness and presentation standards throughout the property


• Manage check-in and check-out processes, ensuring a smooth and welcoming experience for guests


• Conduct regular inspections of public areas and guest rooms to maintain quality standards


• Assist in training and developing staff to enhance their skills and knowledge


• Handle emergency situations and make critical decisions when necessary


• Prepare and submit daily reports on hotel operations and guest feedback


• Collaborate with other managers to improve overall hotel performance and guest satisfaction

Qualifications / Requirements

• Diploma or Bachelor\'s degree in Hospitality Management or related field


• Minimum of 5 years of experience in the hospitality industry, with at least 2 years in a management role


• Proven track record of delivering exceptional customer service and managing guest relations


• Strong leadership and team management skills


• Excellent communication and interpersonal abilities


• Proficiency in hotel property management systems and Microsoft Office suite


• Ability to work flexible hours, including nights, weekends, and holidays


• Strong problem-solving skills and ability to make quick, effective decisions


• Detail-oriented with excellent organizational and multitasking abilities


• Cultural sensitivity and understanding of local customs in Saudi Arabia


• Fluency in English; knowledge of Arabic is a plus


• Familiarity with local regulations and hospitality standards in Saudi Arabia


• Ability to remain calm and professional under pressure


• Commitment to maintaining high standards of cleanliness and presentation


• Adaptability to changing situations and ability to work in a fast-paced environment