Front Office Duty Manager

JOB DESCRIPTION

Front Office Duty Manager

Hotel: Radisson Beach Resort Palm Jumeirah, Dubai

Location: Dubai, UAE

Job Summary

The Front Office Duty Manager is responsible for overseeing and managing all Front Office operations during the assigned shift, ensuring a seamless guest journey from arrival to departure. The role requires strong leadership, decision-making, guest-recovery skills and close coordination with all hotel departments to maintain high standards of service and operational efficiency.

Key Responsibilities

1. Front Office Operations

• Take full responsibility for Front Office operations during the assigned shift.
• Supervise all guest arrival, check-in, room allocation, stay and departure activities.
• Ensure smooth and efficient lobby operations, particularly during peak arrival and departure periods.
• Monitor room availability, room status, VIP arrivals, group movements and special requests.
• Ensure all Front Office procedures comply with hotel and brand standards.

1. Guest Relations & Experience

• Personally welcome and engage with VIPs, repeat guests and high-profile guests.
• Handle guest complaints, service recovery and escalated issues professionally and promptly.
• Take appropriate decisions to resolve guest concerns within authorised limits.
• Follow up on guest feedback and ensure corrective actions are implemented.
• Maintain a strong focus on guest satisfaction and positive online reviews.

1. Team Leadership & Supervision

• Lead and supervise Front Office team members during the assigned shift.
• Conduct daily shift briefings and communicate operational priorities.
• Allocate duties effectively according to occupancy and business requirements.
• Monitor employee grooming, punctuality, conduct and service performance.
• Coach and guide team members to improve service standards and operational knowledge.
• Support the Front Office Manager with training, performance management and staff development.

1. Interdepartmental Coordination

• Maintain effective communication with Housekeeping, Reservations, Engineering, Security, Food & Beverage and other departments.
• Coordinate room readiness and resolve room-status discrepancies.
• Ensure timely preparation of VIP rooms, special occasions, group arrivals and other guest requirements.
• Participate in daily operational meetings and communicate important shift information.

1. Room & Revenue Management

• Monitor room inventory, availability, room upgrades, room moves and out-of-order rooms.
• Coordinate with Reservations and Revenue teams when required regarding occupancy and room availability.
• Ensure appropriate handling of upgrades and complimentary rooms according to hotel authorisation procedures.
• Monitor potential operational issues arising from high occupancy, overbooking or room shortages.

1. Cashiering & Financial Control

• Ensure proper Front Office cashiering and payment procedures are followed.
• Monitor cash handling, credit-card transactions, refunds, deposits and guest accounts.
• Review and verify shift reports and ensure discrepancies are reported and resolved.

1. Front Office Systems & Administration

• Experience with EMMA is preferred/required as per hotel operational standards. Knowledge of Opera PMS or other hotel Property Management Systems will be considered an advantage.
• Monitor arrivals, departures, room status, traces, guest profiles, billing, and other operational reports.
• Ensure all guest information and Front Office records are accurate and properly maintained. Maintain confidentiality of guest and hotel information.

1. Security, Safety & Compliance

• Act as the management representative during the assigned shift when required.
• Respond appropriately to emergencies, accidents, security incidents and other operational situations.
• Ensure compliance with hotel Health & Safety, Fire & Life Safety, Security and emergency procedures.
• Report and document incidents according to hotel procedures.

1. Night & Shift Operations

• Take charge of the hotel Front Office during evening, night, weekend and public holiday shifts as scheduled.
• Ensure proper handover of operational matters between shifts and review pending guest issues and ensure appropriate follow-up.
• Support the hotel management team during periods of high occupancy, special events and operational challenges.

Qualifications & Experience

• Bachelor's Degree or Diploma in Hotel Management, Hospitality Management or a related field.
• Minimum 4–5 years of experience as a Front Office Duty Manager in a 4/5-star hotel or luxury resort.
• Previous UAE/GCC hotel or resort experience is preferred.
• Strong knowledge of Front Office operations, guest relations, room management and hotel procedures.
• Experience with EMMA is preferred/required as per hotel operational standards. Knowledge of Opera PMS or other hotel Property Management Systems will be considered an advantage.
• Good understanding of cashiering, billing, room allocation, and guest recovery procedures.
• Flexible to work shifts, weekends, public holidays and night shifts when required.

Language Requirements

• Excellent English communication skills – mandatory.
• Additional languages such as Arabic, Russian, French, German or other European languages will be an advantage.