Duty Manager

Sofitel Al Hamra Beach Resort

We are seeking an experienced and detail-oriented Duty Manager to join our dynamic team in Ras Al-Khaimah, United Arab Emirates. In this pivotal role, you will oversee daily operations, lead our team with empathy and assertiveness, and ensure exceptional service delivery across all departments. As a Duty Manager, you will be the backbone of our organization during your shifts, making decisive decisions, resolving challenges efficiently, and fostering a collaborative environment where excellence thrives.

• Supervise and support operational teams across all departments, providing coaching and mentorship to ensure consistent service excellence and adherence to company standards
• Lead and manage daily operations during assigned shifts, maintaining organizational efficiency and responding promptly to operational needs
• Handle guest inquiries, requests, and complaints with empathy and professionalism, ensuring timely and satisfactory resolution while maintaining transparent communication
• Conduct team briefings and departmental meetings to communicate hotel updates, policies, and procedures effectively
• Make decisive operational decisions and manage crisis situations with resilience and analytical thinking, prioritizing guest safety and satisfaction
• Monitor and analyze operational metrics, revenue reconciliation, and financial procedures to support organizational goals
• Coordinate seamlessly with all hotel departments to ensure smooth operations and integrated guest experiences
• Assist with roster preparation and scheduling to meet operational requirements while maintaining labor budget efficiency
• Support recruitment, onboarding, training, and performance development initiatives for team members
• Ensure compliance with health, safety, privacy regulations, and company policies across all operational areas
• Monitor equipment and facilities, reporting maintenance requirements promptly to prevent service disruptions
• Participate in continuous improvement initiatives and contribute innovative solutions to enhance operational efficiency
• Work flexible 24/7 shifts as required to maintain round-the-clock operational excellence
• Foster an inclusive, positive, and high-performing team culture that motivates staff and promotes professional growth

• Diploma in Hospitality Management, Business Administration, or related field (preferred)
• Minimum 3 years of relevant experience in hospitality operations, hotel management, or similar corporate operational environment
• Proven experience in shift management, team supervision, and leadership within a fast-paced operational setting
• Strong proficiency with property management systems (PMS) and hotel operational software
• Excellent working knowledge of Microsoft Outlook and Microsoft Office suite
• Exceptional communication and interpersonal skills with the ability to interact effectively with diverse teams and guests
• Demonstrated crisis management and problem-solving abilities with strong analytical skills
• Financial acumen with understanding of revenue management, reconciliation, and budget management
• Knowledge of health, safety, compliance, and regulatory requirements in hospitality operations
• Strong organizational and time management skills with the ability to prioritize multiple tasks efficiently
• Ability to work flexible 24/7 roster schedules, including nights, weekends, and holidays
• Conflict resolution and negotiation skills with a customer-focused mindset
• Proficiency in incident reporting, documentation, and record-keeping
• Resilience, adaptability, and the ability to remain composed under pressure
• Commitment to continuous learning and professional development