Job Description/Specification:
A luxury hotel in Doha is seeking a Manager on Duty to oversee daily property operations and ensure consistently high standards of guest service. The role combines guest relations, front desk operations, team leadership and problem-solving, making it suitable for hospitality professionals who are confident managing busy hotel environments.
Key Responsibilities
- Act as the Manager on Duty and oversee hotel operations during assigned shifts.
- Lead guest services and front desk teams, ensuring employees meet service and operational standards.
- Handle guest complaints, disputes and service issues, taking ownership until satisfactory resolutions are achieved.
- Maintain strong coordination between Front Office, Housekeeping and other departments to resolve operational issues.
- Monitor guest satisfaction and identify opportunities to improve service quality and retention.
- Coach, mentor and provide feedback to employees to improve individual and team performance.
- Support departmental financial management by reviewing budgets, operating statements and payroll information.
- Ensure hotel policies, procedures and disciplinary processes are applied consistently.
- Maintain a visible presence in public areas, particularly during busy periods.
- Support front desk operations during periods of high demand and respond appropriately to emergencies.
Requirements
Candidates should meet one of the following profiles:
- High school diploma or GED with at least 2 years of experience in guest services, front desk operations or a related hospitality area.
- Alternatively, a two-year degree in Hotel and Restaurant Management, Hospitality, Business Administration or a related discipline with no previous work experience required.
- Strong experience in guest relations and customer service.
- Ability to lead, supervise and motivate hospitality teams.
- Strong verbal and written communication skills.
- Ability to resolve complaints and negotiate solutions professionally.
- Good understanding of hotel operations and interdepartmental coordination.
- Ability to make sound decisions under pressure.
- Understanding of budgets, payroll and basic hotel financial information.
- Strong problem-solving, organisation and leadership abilities.
Why You'll Love This Opportunity
- Management-level responsibility within a luxury hospitality environment.
- Direct exposure to guest relations and hotel-wide operations.
- Opportunity to develop leadership and people-management skills.
- Experience handling operational decisions and service recovery.
- Potential to build a strong career path within hotel operations.
Who Should Apply?
This role is particularly suitable for hospitality professionals who are comfortable taking responsibility when the hotel is busy and decisions need to be made quickly.
The ideal candidate should be confident dealing with guests, employees and department heads while maintaining professionalism. You should enjoy solving problems, coaching team members and ensuring that service standards remain consistent throughout the property.
Front office supervisors, guest relations professionals and experienced guest services staff looking to move into a broader management position may find this role particularly relevant.
Skills That Will Help You Succeed
Key skills for a successful Manager on Duty include:
- Guest relations
- Front office operations
- Hotel operations management
- Team leadership
- Complaint resolution
- Service recovery
- Conflict management
- Employee coaching
- Performance management
- Decision-making
- Financial awareness
- Emergency response
- Cross-department coordination
The ability to remain calm and solution-focused during difficult guest situations is especially important.
How to Stand Out
Your CV should demonstrate situations where you have taken ownership of guest problems and achieved positive outcomes.
Highlight the size of teams you have supervised, the type of hotel environment you have worked in and your experience with front desk or guest relations operations.
Where possible, include measurable achievements such as improvements in guest satisfaction, successful service-recovery cases, employee performance improvements or operational efficiencies.
If you have experience handling VIP guests, peak occupancy periods, complaints, emergency situations or cross-department operational issues, make these examples prominent on your CV.
Interview Preparation
Prepare for scenario-based questions involving difficult guests, staff conflicts and unexpected operational problems.
You may be asked: "What would you do if a guest has a serious complaint during a busy shift?" or "How would you handle an employee whose performance is affecting guest satisfaction?"
Be ready to explain how you prioritise competing problems, communicate with other departments and make decisions while protecting both guest satisfaction and operational standards.
Prepare examples that demonstrate leadership, accountability and effective service recovery.
Career Growth
A Manager on Duty role can provide a strong pathway into senior hotel operations positions such as Front Office Manager, Guest Relations Manager, Rooms Division Manager, Assistant Hotel Manager or Hotel Operations Manager.
Frequently Asked Questions
What education is required?
Candidates can qualify with a high school diploma or GED plus relevant experience. Alternatively, a two-year degree in hospitality, hotel management, business administration or a related field may qualify without prior work experience.
Is previous hotel experience required?
For candidates using the high-school qualification route, at least two years of relevant guest services, front desk or related professional experience is required.
Does the role involve managing employees?
Yes. The position includes supervising employees, assigning responsibilities, coaching, training, providing feedback and supporting performance management.
What is a Manager on Duty?
A Manager on Duty oversees hotel operations during an assigned shift and acts as a senior point of contact for guest concerns, operational issues and urgent situations.
Is this a front office role?
It has significant front office and guest relations responsibilities, but the position has a broader hotel-wide operational management focus.