Duty Manager

Role Overview

Duty Manager at Accor, a member of the Accor network. The position is based at a hotel within the Accor group, which operates more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations.

Company Overview

Accor is a global hospitality group committed to responsible hospitality. The company emphasizes opportunities for development and advancement, believing that every gesture, smile, and action contributes to creating a positive and memorable impact for customers, colleagues, and the planet.

Role Purpose

To manage hotel operations during assigned shifts, maintain comprehensive knowledge of all hotel systems and policies, support team performance through coaching and feedback, ensure efficient guest processing, and deliver exceptional guest relations while anticipating and resolving operational challenges in a fast-paced environment.

Key Responsibilities

Team Leadership & Performance

• Coach, counsel, and discipline team members, providing constructive feedback to enhance performance.

Knowledge & Operational Awareness

• Maintain complete knowledge of all hotel features, facilities, services, and hours of operation.
• Maintain complete knowledge of all room types, numbers, layout, decor, appointments, and location.
• Maintain complete knowledge of all room rates, special packages, and promotions.
• Maintain complete knowledge of daily house counts and expected arrivals, departures, and VIPs.
• Maintain complete knowledge of room availability status for any given day.
• Maintain complete knowledge of scheduled in-house group activities, locations, and times.
• Maintain complete knowledge of all hotel and departmental policies, procedures, LQA, and Forbes Standards.

Night Operations

• Proceed with Night Audit when on overnight shift.
• Prepare and save or send all necessary reports as requested during night shift.
• Check and search arrivals' profiles and input data in Opera.
• Prepare Mondrian Hotel News for all departments.

Guest Operations & Relations

• Monitor check-in and check-out processes.
• Anticipate critical situations and assist wherever necessary to alleviate pressure and process guests efficiently.
• Maintain positive guest relations at all times.
• Anticipate guests' needs, respond promptly, and acknowledge all guests regardless of operational volume or time of day.

Qualifications & Experience

• Minimum 1–2 years of experience as a Duty Manager or in a similar hotel operations role.

Skills & Competencies

• Proficiency in Opera PMS and other relevant hotel software applications.
• Excellent communication skills in English and Arabic, written and verbal.
• Knowledge of additional languages is preferred.
• Strong leadership skills.
• Strong problem-solving skills.
• Strong decision-making skills.
• Ability to work effectively under pressure.
• Ability to manage multiple operational priorities.
• Embodiment of integrity and compassion.
• Adaptability to change in a fast-paced environment.