Job Description/Specification:
The Ritz-Carlton Doha is looking for an experienced hospitality professional to join its Rooms & Guest Services Operations team as a Guest Relations Manager / Manager on Duty. This management position is responsible for overseeing property operations during assigned shifts, supporting guest services teams, and ensuring consistently high standards of luxury hospitality.
The role is based in Doha and requires a hands-on leader who can confidently handle guest concerns, coordinate with multiple departments and make effective decisions in a fast-paced hotel environment.
About the Role
The Manager on Duty serves as a key representative of property management and oversees daily hotel operations to ensure guests receive exceptional service. The position has a strong focus on guest relations, front office operations, service recovery, team leadership and operational coordination.
The successful candidate will be highly visible in guest areas, particularly during peak periods, and will act as an escalation point for complex guest or operational issues.
Key Responsibilities
- Oversee property operations and guest services during assigned shifts.
- Serve as Manager on Duty and represent hotel management when required.
- Lead, supervise and motivate guest services and front office employees.
- Monitor lobby operations and manage the flow of guest inquiries.
- Handle guest complaints, disputes and service-related concerns professionally.
- Resolve escalated guest situations while protecting guest satisfaction and employee wellbeing.
- Work closely with other hotel departments to resolve operational issues efficiently.
- Ensure employees understand service standards, business objectives and performance expectations.
- Provide coaching, feedback and guidance to team members.
- Recognize employee achievements and encourage a positive team environment.
- Monitor guest service performance and identify opportunities for improvement.
- Support the implementation of guest recognition and service programs.
- Ensure hotel policies and operating procedures are followed consistently.
- Assist with payroll administration and departmental financial management when required.
- Support employee training, performance reviews and development activities.
- Maintain high visibility in public areas during busy periods.
- Perform front desk duties during periods of high demand.
- Analyze operational information and make appropriate decisions to resolve problems.
- Communicate important operational updates to management, colleagues and team members.
- Understand and implement emergency procedures and hotel safety plans.
Candidate Requirements
The position is suitable for hospitality professionals with previous experience in guest services, front office operations or a related hotel environment.
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 or a related professional area; or
- A two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related field.
Strong interpersonal and communication skills are essential. The ideal candidate should be confident handling guest complaints, leading teams, making operational decisions and coordinating with different hotel departments.
Leadership experience, coaching ability, problem-solving skills and a strong understanding of luxury guest service standards will be highly valuable.
Key Skills
Important skills for this Guest Relations Manager / Manager on Duty position include:
- Guest relations and service recovery
- Front office operations
- Hotel operations management
- Team leadership and supervision
- Complaint handling
- Conflict resolution
- Employee coaching and development
- Customer service excellence
- Operational decision-making
- Interdepartmental coordination
- Hospitality standards
- Emergency response awareness
- Communication and problem-solving
About The Ritz-Carlton
The Ritz-Carlton is part of Marriott International's global portfolio of luxury hotel brands and is recognized for its focus on personalized service and exceptional guest experiences.
This opportunity offers hospitality professionals the chance to work in a luxury environment where leadership, service excellence and attention to detail are central to the guest experience.
For hospitality professionals seeking Guest Relations Manager, Front Office Manager, Manager on Duty or hotel operations management jobs in Qatar, this role offers an opportunity to develop leadership experience within a globally recognized luxury hospitality brand.