Front Office Duty Manager

JOB DESCRIPTIONFront Office Duty ManagerHotel: Radisson Beach Resort Palm Jumeirah, Dubai Location: Dubai, UAEJob SummaryThe 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 ResponsibilitiesFront Office OperationsTake 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.Guest Relations & ExperiencePersonally 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.Team Leadership & SupervisionLead 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.Interdepartmental CoordinationMaintain 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.Room & Revenue ManagementMonitor 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.Cashiering & Financial ControlEnsure 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.Front Office Systems & AdministrationExperience 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.Security, Safety & ComplianceAct 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.Night & Shift OperationsTake 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 & ExperienceBachelor'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 RequirementsExcellent English communication skills – mandatory.Additional languages such as Arabic, Russian, French, German or other European languages will be an advantage.