Duty Manager (Saudi National)📣 Job Ad

About SLS The Red Sea

SLS The Red Sea, a luxury lifestyle resort and part of Ennismore’s global portfolio, is located on the Red Sea coast in Umluj, Tabuk, Saudi Arabia. The resort features 150 guest keys, five Food & Beverage venues, and a spa sanctuary. It focuses on distinctive design, elevated service, and a vibrant social atmosphere.

Role Summary

The Duty Manager serves as a visible leader and hotel ambassador, responsible for ensuring exceptional guest experiences and smooth Front Office operations. This full-time role involves representing hotel leadership during shifts, maintaining a strong lobby presence, and coordinating across departments to ensure service standards are met. The Duty Manager will handle VIP interactions, resolve guest concerns, and oversee daily Front Office functions.

Key Responsibilities

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

Team Leadership and Operational Oversight

• 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 proficient 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.

Candidate Profile

The ideal candidate will have 5-10 years of experience in a similar role within the hospitality sector. This position requires a strong leadership presence, confident decision-making abilities, and a commitment to delivering guest-centric service. Candidates should demonstrate proficiency in Front Office operations and team management.

Work Environment

This is a full-time position based at SLS The Red Sea in Umluj, Tabuk, Saudi Arabia. The role operates within a dynamic luxury resort environment, requiring flexibility and a proactive approach to guest service and operational demands.