Duty Manager

About the Role

Sofitel Al Hamra Beach Resort in Ras Al-Khaimah invites applications for the position of Duty Manager. This position demands a balanced blend of leadership, operational oversight, and customer service excellence to ensure the smooth running of daily hotel operations. The Duty Manager plays a critical role in guiding teams with both empathy and assertiveness, promptly resolves challenges, and fosters an environment that prizes collaboration and service quality.

Key Responsibilities

• Oversee and mentor operational staff across all departments to maintain high service standards and compliance with company policies.
• Lead daily operations during shifts, ensuring organizational effectiveness and timely response to operational demands.
• Address guest inquiries, needs, and complaints with professionalism and empathy, ensuring satisfactory resolutions through clear communication.
• Conduct regular briefings and department meetings to relay updates, rules, and procedures.
• Make critical decisions and manage emergency or crisis situations using analytical skills, prioritizing guest safety and satisfaction.
• Track and evaluate operational data including revenue procedures to support business objectives.
• Collaborate effectively with all hotel departments to guarantee smooth and seamless guest experiences.
• Assist in staff scheduling and roster creation to fulfill operational demands, while optimizing labor costs.
• Support talent acquisition, training, and performance management initiatives for staff development.
• Ensure health, safety, privacy standards, and policy adherence across all operational functions.
• Monitor facility and equipment conditions, reporting maintenance requirements to prevent service interruptions.
• Engage in ongoing improvement projects, proposing innovative solutions to increase operational efficiency.
• Work flexible shifts covering all hours including nights, weekends, and holidays to ensure continuous operational excellence.
• Promote a positive, inclusive, and high-achieving workplace culture to inspire and develop employees.

Qualifications and Experience

• Diploma in Hospitality Management, Business Administration, or related disciplines preferred.
• At least three years of experience in hospitality operations, hotel management, or similar environments.
• Proven track record in managing shifts, supervising teams, and leading within dynamic and fast-paced settings.
• Proficient use of property management systems and hotel-specific operational software.
• Strong command of Microsoft Outlook and Microsoft Office applications.
• Excellent communication and interpersonal skills, capable of engaging effectively with diverse groups including guests and team members.
• Skilled in crisis management and problem-solving with strong analytical capabilities.
• Financial literacy focusing on revenue management, reconciliation processes, and budget control.
• Comprehensive understanding of health, safety, compliance, and regulatory aspects pertinent to hospitality operations.
• Effective organizational and time management abilities with capacity to handle multiple priorities.
• Willingness and ability to work flexible schedules including 24/7 shifts covering nights, weekends, and public holidays.
• Experienced in conflict resolution and negotiation with a guest-centric approach.
• Competent in incident logging, documentation, and maintaining records.
• Demonstrates resilience, adaptability, and composure under pressure.
• Dedicated to continuous improvement and professional growth.