Duty Manager

Mandarin Oriental, Doha is looking for a Duty Manager to join our Front Office team. Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences. Mandarin Oriental, Doha is an intimate and stylish urban retreat, blending Qatari-influenced heritage with modern design. Located in the heart of Msheireb Downtown Doha, within walking distance to Souq Waqif, Museum of Islamic Art and a short distance to the business district, West Bay. As Duty Manager, you will be responsible for the following duties • To provide visual management presence around the hotel in public and BOH areas • To provide continuity of management in complaint handling. After direct contact with a guest an accurate account is to be recorded on the agreed system with relevant investigation and responses within 24 hours. Outcome and response must be circulated to the Senior Management (General Manager and / or Hotel Manager) • Investigate complaints and address to the department concerned and respond to guest with an appropriate explanation and apology • To attend operational and scheduled meetings: • Morning Meeting with Front Office Manager • Emergency Response Team Briefings • Front Office Briefing • To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and actioned • Use time effectively and efficiently to: • Concentrate on priorities as required during shift • Complete all schedules tasks in a timely manner • Attend a broader range of activities as required by operations • Make necessary decisions under time constraints • To assist the Front Office Manager to manage the department with all required responsibilities • To communicate regularly with the Front Office Manager and the Director of Rooms • To assist the Front Office Manager, Chief Concierge, Bell Captain and Guest Relations Manager to supervise all activities of all front of house departments according to our LQE, internal standards and procedures • To be trained and fully compliant as an active member of the Emergency Response Team (ERT) As Duty Manager, we expect from you • Minimum 3 years of experience working in a 5-star hotel environment • A minimum of 2 years’ experience as a Duty Manager, Operations Manager or similar • Operational experience from other hotel divisions or similar industry desirable • Excellent verbal and written communication skills in English required • Perform job with attention to details and the ability to organize and handle multiple tasks effectively • Strong problem-solving skills • Crisis management training & experience Our commitment to you • Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously. • MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones. • Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally. • Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role. • A competitive salary and benefits packages • Transportation and Housing provided • Relocation and Vacation Tickets We’re Fans. Are you? Show more Show less

Minimum 3 years of experience working in a 5-star hotel environment; A minimum of 2 years’ experience as a Duty Manager, Operations Manager or similar; Operational experience from other hotel divisions or similar industry desirable; Excellent verbal and written communication skills in English required; Perform job with attention to details and the ability to organize and handle multiple tasks effectively; Strong problem-solving skills; Crisis management training & experience

To provide visual management presence around the hotel in public and BOH areas; To provide continuity of management in complaint handling; After direct contact with a guest an accurate account is to be recorded on the agreed system with relevant investigation and responses within 24 hours; Outcome and response must be circulated to the Senior Management (General Manager and / or Hotel Manager); Investigate complaints and address to the department concerned and respond to guest with an appropriate explanation and apology; To attend operational and scheduled meetings: Morning Meeting with Front Office Manager; Emergency Response Team Briefings; Front Office Briefing; To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and actioned; Use time effectively and efficiently to: Concentrate on priorities as required during shift; Complete all schedules tasks in a timely manner; Attend a broader range of activities as required by operations; Make necessary decisions under time constraints; To assist the Front Office Manager to manage the department with all required responsibilities; To communicate regularly with the Front Office Manager and the Director of Rooms; To assist the Front Office Manager, Chief Concierge, Bell Captain and Guest Relations Manager to supervise all activities of all front of house departments according to our LQE, internal standards and procedures; To be trained and fully compliant as an active member of the Emergency Response Team (ERT)