Front Office Duty Manager

About the role

The Front Office Duty Manager acts as the property manager on duty and oversees all property operations at the Sheraton in Doha, ensuring the highest levels of hospitality and service. The role represents property management in resolving guest and property situations, manages guest flow in the lobby, and serves as Guest Relations Manager, tracking service issues.

Key responsibilities

• Maintain strong working relationships with all departments, communicate changes to established norms promptly, send the MOD report to all departments daily, and ensure compliance with policies, standards and procedures.
• Review staffing levels, financial statements, sales and activity reports to measure productivity and identify areas for cost reduction and programme improvement.
• Intervene in guest and employee situations, respond to and handle guest complaints, record guest issues in the guest response tracking system, and take part in corrective action plans.
• Take part in investigations of employee and guest accidents, conduct regular inspection tours of the facility for appearance, safety, staffing, security and maintenance, and implement emergency plans such as fire, theft or bomb threats.
• Ensure employees are cross-trained, observe service behaviour and give feedback, and ensure disciplinary procedures follow SOPs and LSOPS.

Required profile

• High school diploma or GED, or a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration or a related major.
• 4 years of experience in guest services, front desk, housekeeping or a related field, or 2 years of experience with a 2-year degree.