Duty Manager

Department: Front Office / Operations
Reports To: Operations Manager / General Manager
Location: Doha, Qatar
Employment Type: Full-Time
Working Hours: Shift-Based, Including Weekends and Holidays

Position Overview

We are seeking a dynamic, service-driven, and highly organized Duty Manager to oversee the smooth daily operations of our property and ensure the highest levels of guest satisfaction. As the on-duty leader, the Duty Manager serves as the go-to person for guests and staff, ensuring that all departments operate harmoniously and efficiently. This is a leadership role that requires a strong understanding of hospitality operations, quick decision-making, and exceptional interpersonal skills.

The ideal candidate is confident, calm under pressure, and capable of handling guest concerns with professionalism and care. This position Duty Manager is pivotal in maintaining the standards and reputation of our establishment and acting as an extension of senior management during non-office hours.

Key Responsibilities

1. Guest Experience Management

• Act as the first point of contact for guests requiring assistance or escalation.

• Ensure a warm welcome and smooth check-in/check-out process for all guests.

• Monitor guest feedback across all channels and resolve complaints or issues promptly.

• Follow up on VIP arrivals, special requests, and guest satisfaction during their stay.

• Handle late check-outs, early arrivals, room upgrades, and special accommodations.

2. Operational Oversight

• Supervise and support all front-of-house and back-of-house departments during the shift, including Front Desk, Housekeeping, Security, and F&B (as needed).

• Ensure all departments follow standard operating procedures and quality standards.

• Conduct regular inspections of public areas, guest rooms, and service outlets.

• Maintain a visible presence in the lobby and other guest-facing areas to provide support.

3. Leadership & Staff Coordination

• Guide, motivate, and support team members to deliver excellent service.

• Coordinate daily briefings and handovers between shifts.

• Assist with staff scheduling, shift coverage, and last-minute changes.

• Handle any disciplinary matters or team conflicts professionally and in line with company policy.

• Ensure proper grooming, conduct, and professionalism from all staff on duty.

4. Crisis & Emergency Handling

• Respond immediately to emergencies such as fire alarms, medical situations, or security threats.

• Act as the designated in-charge person during emergency evacuations or incidents.

• Ensure all incidents are documented in detail and reported to senior management.

5. Financial and Administrative Duties

• Monitor cash handling, billing accuracy, and POS transactions during the shift.

• Approve guest discounts, complimentary services, and adjustments as per policy.

• Review occupancy reports, guest arrivals/departures, and handover logs.

• Ensure that night audit procedures are completed (if working night shifts).

Qualifications & Skills

• Bachelor’s degree or diploma in Hospitality Management or related field.

• Minimum 2–3 years of experience in a supervisory or managerial role in hospitality Duty Manager.

• Strong leadership and decision-making abilities.

• Excellent communication, conflict resolution, and customer service skills.

• Good knowledge of property management systems (PMS) and Microsoft Office.

• Ability to handle pressure, multitask, and think quickly.

• High level of professionalism, confidentiality, and emotional intelligence.

• Fluency in English is required; additional languages are a plus.

Physical Requirements

• Must be able to stand and walk for long periods.

• Able to handle physical inspections and occasionally lift or move items.

• Flexible to work overnight shifts, weekends, and holidays.

Why Join Us?

• Competitive salary and performance incentives.

• Growth and career development opportunities.

• Training and leadership programs.

• Dynamic and inclusive work environment.

• Staff benefits, meals, and recognition programs.

Be the leader who sets the tone for excellence. Apply now Duty Manager and take the next step in your hospitality career!