Duty Manager
Role Overview
• Assist with the management of all operational departments as required
• Management of roster, costings and forecasting
• Professional development of Reservation Agents to ensure strong succession planning
• Involvement in and management of setting KPI's for Front Office & guest satisfaction
• Process and assist with check-in, check-out of guests, ensuring all procedures are adhered too.
• Assist in all areas of the hotel to eliminate potential issues including Food & Beverage operations
• Immediately attending to guest requests and leading, by example, to other members of the team by being proactive and resourceful.
• Responsibility for the health and safety of all patrons, guests and staff members.
• Overseeing of whole guest experience from Reservation through to departure.
• Your ability to ‘surprise’ our guests with your natural bright and bubbly customer service style is what sets you apart from the rest. You are naturally a confident person who is able to approach people and initiate conversation.
• You are able to develop relationships with other department heads across the hotel to ensure a high level of customer service at all times.
Key Skills for This Role
Full Job Posting
About the hotel
Grand Mercure Dubai City is a five-star Accor hotel with 361 rooms, dining venues, and meeting facilities.
The hotel describes its focus as creating memorable guest experiences and supporting team development.
Role responsibilities
- Assist with management of hotel operational departments as required.
- Manage rosters, costings, and forecasting.
- Develop Reservation Agents and support succession planning.
- Help establish and manage Front Office and guest-satisfaction KPIs.
- Process guest check-ins and check-outs in accordance with hotel procedures.
- Assist hotel departments, including Food and Beverage, to address potential issues.
- Respond promptly to guest requests and model proactive, resourceful service.
- Oversee guest health and safety, and the guest experience from reservation through departure.
- Work with department heads to maintain high customer-service standards.
Qualifications
- Previous experience in a similar hospitality role is required.
- Previous Property Management System experience is required.
- Computer literacy in Microsoft Windows applications is required.
- A university or college degree in a related discipline is preferred.
- Professional presentation, interpersonal and problem-solving abilities, reliability, and teamwork are expected.
- Ability to work under pressure in a fast-paced environment and remain calm and courteous while focusing on guest needs.
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