Duty Manager - Arabic / Russian Speaker

Company Description Mercure Dubai Barsha Heights – Hotel Suites & Apartments offers guests spacious, apartment-style living with comprehensive facilities and services designed for comfort and convenience. The property features leisure amenities including a pool and sunbathing areas, appealing to guests seeking relaxation. Its location on Sheikh Zayed Road provides easy access to key business hubs such as Media City, Internet City, and Knowledge Village, making it attractive to business travelers. Guests also benefit from proximity to major shopping destinations including Mall of the Emirates, Ibn Battuta Mall, and Dubai Marina Mall. The hotel aims to deliver a high-quality living experience for a wide range of guest needs.

Role Description The Duty Manager is a full-time, on-site role based in Dubai, responsible for overseeing daily hotel operations during assigned shifts. This role ensures high standards of guest service, promptly addresses guest concerns, and supports front office and reservations teams to maintain smooth check-in and check-out processes. The Duty Manager coordinates with housekeeping, engineering, and food and beverage teams to resolve operational issues and optimize the guest experience. The role involves monitoring lobby and public areas, managing guest feedback, and handling escalations in a calm and professional manner. The Duty Manager also assists with staff supervision, briefings, and training, while ensuring compliance with brand standards, safety procedures, and local regulations.

Qualifications

• Strong front office and guest relations skills, with experience in handling check-in/check-out, guest inquiries, and complaint resolution.
• Proficiency in spoken and written Arabic and/or Russian, along with good command of English for effective communication with diverse guests and colleagues.
• Knowledge of hotel operations, including coordination with housekeeping, engineering, and food and beverage to ensure smooth daily functioning.
• Ability to supervise and guide teams, conduct shift briefings, and support staff training to maintain service quality.
• Demonstrated problem-solving and decision-making skills, with the ability to remain calm under pressure and manage escalations professionally.
• Familiarity with hotel property management systems (PMS) and computer skills (MS Office, email, reporting).
• Strong customer service mindset, professional appearance, and a courteous, approachable demeanor.
• Previous experience in a similar front office or duty management role in a hotel or serviced apartments environment is highly desirable.
• Understanding of health, safety, and security procedures, with a commitment to maintaining a safe environment for guests and team members.
• Flexibility to work shifts, weekends, and public holidays as required by hotel operations.