Duty Manager

About the Role

Mandarin Oriental, Doha is seeking a Duty Manager to support the Front Office team. The property is an elegant city retreat that blends local heritage with contemporary design, located in Msheireb Downtown Doha near Souq Waqif, the Museum of Islamic Art, and the West Bay business district.

The group is known for operating luxury hotels, resorts, and residences in leading destinations worldwide, with a reputation for highly personalized service and a focus on refined guest experiences.

Key Accountabilities

• Maintain a visible management presence throughout the hotel, including both guest-facing and back-of-house areas.
• Ensure complaints are carried through consistently from one shift to the next, with accurate notes entered into the designated system, proper investigation completed, and follow-up provided within 24 hours. The final outcome and response should be shared with senior leadership, including the General Manager and/or Hotel Manager.
• Review guest issues, coordinate with the relevant department, and respond with a clear explanation and appropriate apology.
• Participate in scheduled and operational meetings such as the morning meeting with the Front Office Manager, Emergency Response Team briefings, and Front Office briefings.
• Receive a thorough handover from the outgoing shift and confirm that any pending items are recorded and acted on.
• Prioritize shift activities effectively, complete assigned tasks within required timelines, support additional operational needs, and make timely decisions under pressure.
• Support the Front Office Manager in overseeing department responsibilities.
• Keep regular communication with the Front Office Manager and the Director of Rooms.
• Work with the Front Office Manager, Chief Concierge, Bell Captain, and Guest Relations Manager to oversee front-of-house operations in line with company standards, procedures, and LQE expectations.
• Complete training and remain fully compliant as an active member of the Emergency Response Team.

Candidate Profile

The role calls for a professional with experience in a luxury hotel setting, strong communication ability, and the confidence to handle multiple priorities while maintaining attention to detail. The ideal candidate should be comfortable resolving issues, supporting operational leaders, and acting decisively during challenging situations.

Additional Requirements

• At least 3 years of experience in a 5-star hotel environment.
• At least 2 years of experience in a Duty Manager, Operations Manager, or similar role.
• Experience in another hotel division or a comparable industry is preferred.
• Strong spoken and written English communication skills are required.
• High attention to detail and the ability to manage several tasks efficiently are essential.
• Strong problem-solving capability is needed.
• Crisis management training and practical experience are required.

What the Employer Offers

• Learning and development programs designed to support continued growth at different stages of a career.
• Complimentary stays through the MOstay program, along with attractive room rates for the employee and eligible loved ones.
• Health and wellness benefits, including wellbeing programs offered globally.
• Retirement plan options based on service length and role.
• A competitive compensation and benefits package.
• Transportation and housing support.
• Relocation and vacation tickets.

Workplace Culture

The organization emphasizes teamwork, integrity, respect, responsibility, and continuous development. Colleagues are encouraged to bring a growth mindset and contribute to an exceptional guest experience.