Duty Manager

Mandarin Oriental

Mandarin Oriental Jumeira, Dubai 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.

With a pristine oceanfront setting, Mandarin Oriental Jumeira, Dubai is a stylish urban resort overlooking the clear blue waters of the Arabian Gulf and Dubai s glittering skyline, which is dominated by Burj Khalifa, the tallest building in the world. The hotels beachfront location and open-air facilities are designed to bring a new level of relaxed luxury to the city.

About The Job

Based at the Mandarin Oriental Jumeira, Dubai within the Rooms Division, The Duty Manager will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences.

As Duty Manager, you will be responsible for the following duties:

• To assist the General Manager to manage the hotel, reporting directly to the Front Office Manager / Assistant Front Office Manager
• To represent the hotel as a role model professionally, socially and ethically.
• To assist the Front Office Manager to manage the department, in his absence to manage the Reception department with all required responsibilities
• As a manager of Rooms Division, communicates regularly with the Front Office Manager and the Director of Rooms as a team.
• Assumes overall responsibility and enforcement in areas of service quality, service delivery, colleague discipline, cost control, guest/colleague satisfaction, safety/ security and maintenance issues of the general operation.
• To assist the Front Office Manager, Head Concierge and Guest Experience Manager to supervise all activities in the smooth running of all front of house departments according to our LQE, internal standards and procedures.
• To have full and thorough knowledge of crisis management; to respond to all crisis situations efficiently. Thus carrying a pager, master keys, walkie-talkie and other mobile communication units.
• To make decisions and take appropriate action in regards to problems, conflicts and emergencies in the hotel.
• To record all happenings in the hotel in the form of the Duty Manager s Log Book on a daily basis. Share the necessary information promptly with Reception Manager. To liaise with department heads to resolve any cases related to guests and colleagues.
• To be present on site to witness a complaint or an incident; to judge, resolve, compensate for and close the incidents.
• To inspect and ensure high quality of all VIP arrival rooms daily; to ensure readiness to welcome VIP guests. To liaise with departments concerned to perfect the rooms before arrivals.
• To monitor arrivals and departures wall related departments in order to handle guest requests and complaints with specific, personalized attention to our guests
• To provide training to all members of the team ensuring their consistent development and delivery of standards to our guests
• To welcome and greet our guests and visitors as well as bidding farewell in order to promote a climate of warmth and care
• To encourage team members on collecting preferences from all guests
• To monitor data completeness and data security according to MOHG standards
• To monitor cashier closures and float balances, highlighting any discrepancies to the Reception Manager.
• To assist in carrying out LQE training, product knowledge, PSMS and Health and safety training with new colleagues joining the department.
• To monitor, investigate and update all guest comments (LRA, emails, letters etc.) that have been given on a daily basis, highlight shortcomings to the Reception Manager and Director of Rooms and take appropriate action to avoid these issues from happening again
• To attend and hold hand over briefings to ensure consistent update of information for all team members.
• To attend the groups, OPS and any other meetings deemed appropriate by your Head of Department.
• To ensure that guest room allocations are done according to guest preferences and in line with the selling strategy of the hotel
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As Duty Manager, We Expect From You

• Senior High School qualification or equivalent
• Degree in Hospitality or Hotel Management is an advantage
• Minimum 2 years experience working in a 5-star hotel environment.
• A minimum of 1 year of Duty Manager experience.
• Strong commands of Microsoft Office products, PSMS, GoConcierge, HotSoS, and Rex.
• Previous experience working in the Middle East is an advantage.
• Hotel pre-opening experience is an advantage.
• Ability to understand guest needs and expectations and to deliver superior customer.
• Perform job with attention to details and the ability to organize and handle multiple tasks effectively.
• Clear communication; effective verbal and written communication skills in English. Ability to speak German, Spanish, Italian or French is an advantage.
• Proven ability to successfully motivate and lead a team.
• Ability to plan and organize large projects.
• Ability to prepare departmental reports.