Duty Manager

About the role

The Duty Manager oversees daily hotel operations, ensuring exceptional guest experiences and upholding Mandarin Oriental’s Legendary Quality Experiences standards. Acting as the senior management representative on duty, the role handles guest relations, operational challenges, colleague support, and inter‑departmental coordination.

Key responsibilities

• Deliver personalized, professional, and prompt service to all guests.
• Serve as primary contact for guest concerns, complaints, and service recovery.
• Maintain a visible presence in public areas and engage regularly with guests.
• Oversee hotel operations during assigned shifts, coordinating Front Office, Housekeeping, Engineering, Security, and F&B.
• Monitor occupancy, arrivals, departures, VIP movements, and special requests.
• Support and supervise Front Office functions including check‑in, check‑out, billing, and cash handling.
• Prepare accurate shift reports, handover notes, and incident records.
• Coach, guide, and develop operational colleagues, promoting the brand’s service philosophy.
• Investigate guest complaints, implement service recovery actions, and recommend corrective measures.
• Participate in the Emergency Response Team, ensuring health, safety, and brand compliance.

Required profile

• Bachelor's degree or diploma in Hospitality Management or related field (preferred).
• Minimum 3 years’ experience in a luxury hotel environment.
• 1–2 years’ experience as a Duty Manager, Assistant Front Office Manager, or similar leadership role.
• Strong knowledge of Front Office operations and guest service standards.
• Experience with hotel Property Management Systems (PMS).
• Excellent leadership, decision‑making, and problem‑solving abilities.
• Strong verbal and written communication skills in English; additional languages are a plus.

What we offer

• Learning & Development programmes tailored to career stages.
• MOstay programme providing complimentary nights and discounted rates worldwide.
• Health and wellness benefits supporting work‑life balance.