Duty Manager - Russian Speaking

Mandarin Oriental, Muscat is looking for a Duty Manager - Russian Speaking to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

About the Role:

As a Duty Manager - Russian Speaking, you will be responsible for overseeing the daily hotel operations during assigned shifts, ensuring exceptional guest experiences and seamless service delivery in line with the luxury standards of Mandarin Oriental Hotel Group. You will act as the hotel's representative, managing guest relations, operational coordination, service recovery, and team support while delivering the Group's legendary service philosophy.

The role requires fluency in Russian and English to effectively support Russian-speaking guests, VIPs, residents, and visitors while creating memorable experiences that exceed expectations.

Key Responsibilities:

• Deliver exceptional and personalized service to all guests, ensuring alignment with Mandarin Oriental luxury standards.
• Serve as the primary contact for guest concerns, requests, and escalated service issues.
• Welcome and engage with VIP guests, long-stay guests, and Russian-speaking guests.
• Proactively anticipate guest needs and take ownership of resolving concerns promptly and professionally.
• Monitor guest satisfaction and implement service recovery measures when required.
• Ensure all guest interactions reflect the values and service culture of Mandarin Oriental.

• Oversee the daily operation of the hotel during assigned shifts.
• Conduct regular inspections of guest rooms, public areas, and operational facilities to ensure impeccable standards.
• Coordinate activities between Front Office, Housekeeping, Engineering, Food & Beverage, Spa, and Security departments.
• Ensure smooth arrivals, departures, and guest accommodations.
• Manage operational incidents and make informed decisions to minimize disruptions.

• Support and provide direction to operational teams during shifts.
• Encourage teamwork and collaboration across departments.
• Coach colleagues on service excellence and guest engagement.
• Lead daily briefings and communicate operational priorities effectively.
• Promote a positive and professional work environment consistent with Mandarin Oriental values.

• Build strong relationships with Russian-speaking guests and travel partners.
• Assist with translation and communication when required.
• Support sales and guest relations initiatives targeting Russian-speaking markets.

• Ensure compliance with hotel health, safety, security, and emergency procedures.
• Respond effectively to emergencies, guest incidents, and crisis situations.
• Complete accurate incident reports and follow-up actions.
• Support security and safety audits as required.

• Monitor and control guest compensation and service recovery costs.
• Support room revenue optimization through room upgrades and upselling opportunities.
• Prepare daily Duty Manager reports and shift handover documentation.
• Ensure accurate operational records and guest profiles are maintained.

About You

• Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or related field.
• Minimum 3-5 years of experience in luxury hotel operations or front office management.
• Previous experience as a Duty Manager, Assistant Front Office Manager, or Guest Relations Manager preferred.
• Experience working in a luxury hospitality environment is highly desirable.
• Fluent in Russian and English (spoken and written).
• Strong leadership and decision-making abilities.
• Excellent guest relations and interpersonal skills.
• Strong conflict resolution and problem-solving capabilities.
• Ability to remain calm and professional under pressure.
• Sound knowledge of hotel operations and guest service standards.
• Strong organizational and communication skills.
• Experience serving Russian luxury leisure travelers.
• Knowledge of local tourism attractions and destination services.

Our Commitment to You

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

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