وصف الوظيفة
Role Overview
Duty Manager at Accor's Sofitel Dubai The Palm, a luxurious 5-star beachfront resort on Palm Jumeirah, Dubai.
Company Overview
Sofitel Dubai The Palm is a 5-star beachfront resort nestled on the East Crescent of Palm Jumeirah. The resort comprises 360 contemporary guest rooms and suites, 182 serviced apartments, 4 ultra-luxury villas, Sofitel Spa with L'Occitane, Fitness Centre, Kids Club, 7 restaurants, 5 bars, and lounges. The property blends French elegance with a tropical setting on the Arabian Gulf shores, positioning itself as a sanctuary with the philosophy "Where life lives."
Role Purpose
The Duty Manager serves as the property's senior on-shift operational leader, ensuring exceptional guest experiences, service recovery, interdepartmental coordination, and emergency response across all guest-facing and operational areas.
Key Responsibilities
Guest Engagement & Service Recovery
- Be visibly present in the lobby and public areas, proactively engaging with guests and anticipating needs.
- Personally welcome VIPs, dignitaries, and repeat guests, ensuring preferences and special requests are honored.
- Own service recovery for guest complaints, resolving issues swiftly, empathetically, and within brand guidelines.
- Monitor guest feedback channels (in-stay surveys, online reviews) and respond to emerging concerns in real time.
Operational Standards & Inspections
- Conduct regular walkthroughs of guest rooms, public areas, back-of-house, and outlets to ensure cleanliness, maintenance, and brand-standard presentation.
- Uphold grooming, etiquette, and service standards consistent with Sofitel brand expectations.
Coordination & Team Leadership
- Act as the central coordination point between Front Office, Housekeeping, F&B, Engineering, and Security during the shift.
- Oversee check-in/check-out flow during peak periods, supporting Front Office colleagues as needed.
- Ensure smooth coordination of group arrivals, events, and VIP movements.
- Supervise, coach, and motivate on-duty colleagues across departments.
- Conduct shift briefings, communicating key arrivals, VIPs, events, and operational priorities.
- Step into a hands-on role during high-volume or short-staffed periods.
Emergency Response & Incident Management
- Serve as the property's senior on-site contact for emergencies (medical, fire, security, or guest incidents) outside of standard management hours.
- Liaise with Security and local authorities as required, ensuring proper incident documentation.
Reporting & Documentation
- Prepare detailed shift handover and Duty Manager logbook reports.
- Document and escalate incidents, complaints, and resolutions to relevant department heads.
- Support night audit processes and financial closing procedures where applicable.
- Monitor key operational reports (occupancy, arrivals/departures, VIP lists, events) ahead of each shift.
Qualifications & Experience
- Bachelor's degree in Hospitality Management, Business, or related field (preferred).
- Minimum 3–5 years of progressive experience in luxury hotel operations, including Front Office or Guest Relations.
- Prior experience in a Duty Manager, Guest Relations Manager, or senior Front Office supervisory role (preferred).
- Experience within the UAE or GCC luxury hospitality market is highly advantageous.
Skills & Competencies
- Working knowledge of property management systems (e.g., Opera PMS).