Duty Manager (Saudi National)

At SLS The Red Sea, every guest journey is shaped by the moments that feel effortless, personal, and unforgettable. As a Duty Manager, you will be a visible leader and ambassador of the hotel, ensuring exceptional guest experiences, smooth Front Office operations, and seamless coordination across departments.

Representing hotel leadership during your shift, you will combine a strong presence in the lobby with confident decision-making, hands-on team leadership, and genuine guest engagement. From welcoming VIPs and resolving guest concerns to overseeing Front Office operations and responding to unexpected situations, you will ensure every moment reflects the bold, vibrant, and guest-centric spirit of SLS.

Key Responsibilities

• Maintain a visible leadership presence in the lobby, actively engaging with guests and supporting the Front Office team throughout the shift.

• Welcome and engage with VIPs, regular guests, and loyalty members, ensuring preferences are recognized and experiences are personalized.

• Handle guest feedback, concerns, and complaints promptly and professionally, ensuring appropriate resolution, follow-up, and documentation.

• Oversee smooth and efficient check-in and check-out experiences, room allocation, and the handling of groups and VIP arrivals.

• Take full ownership of Duty Manager shifts, acting as the senior operational decision-maker during non-office hours when required.

• Supervise Front Office operations, ensuring consistent adherence to SOPs, SLS brand standards, and service guidelines.

• Coordinate closely with Housekeeping, Engineering, Security, and other departments to resolve operational and guest-related matters efficiently.

• Monitor room status, Out of Order rooms, and operational updates to ensure accurate and seamless communication between departments.

• Respond to and accurately document incidents, accidents, emergencies, and other significant operational matters in accordance with hotel procedures.

• Lead daily briefings and ensure clear, effective, and action-oriented shift handovers.

• Coach, guide, and develop Front Office colleagues through ongoing feedback, task delegation, training, and on-the-job support.

• Monitor team performance and contribute to performance reviews and colleague development.

• Ensure Front Office colleagues are confident in cashiering, reservations, upselling, check-in/out procedures, complaint handling, and emergency response.

• Oversee cashiering and cash-handling activities during the shift, ensuring accuracy and compliance with hotel policies.

• Authorize adjustments, paid-outs, and operational exceptions within approved limits, escalating when required.

• Monitor guest accounts, open folios, Paymasters, and billing discrepancies, coordinating with Finance when necessary.

• Support revenue initiatives, including room upselling and other Front Office opportunities, while encouraging team participation.

• Assist with team rosters, attendance management, and labor planning in line with operational requirements and business volumes.

• Maintain strong knowledge of hotel emergency procedures and lead calm, effective responses when required.

• Work closely with Security & Safety to maintain a safe and secure environment for guests, colleagues, and hotel assets.

• Ensure guest confidentiality, data privacy, and security standards are consistently maintained.

• Promote a positive culture of ownership, collaboration, and exceptional guest service across the Front Office team.

• Diploma or degree in Hospitality Management or a related field.

• Minimum 2 years of experience in a supervisory Front Office role within an upscale, luxury, or lifestyle hotel.

• Previous experience as a Duty Manager or Night Manager is preferred.

• Strong knowledge of Front Office operations, guest services, reservations, cashiering, credit procedures, and room management.

• Proficiency in Opera PMS and Microsoft Office.

• Strong leadership presence with the ability to guide, motivate, and support a diverse team.

• Excellent guest relations, interpersonal, communication, and conflict-resolution skills.

• Excellent command of spoken and written English is essential.

• Calm and decisive under pressure, with a proactive and solution-focused approach.

• Strong attention to detail, organizational skills, and the ability to manage multiple operational priorities.

• Previous experience within a luxury or lifestyle hospitality environment is highly desirable.