Job title: Duty Manager

Company: The First Collection

Job description: Overview

The First Collection at Jumeirah Village Circle

About the First Collection at Jumeirah Village Circle

Unleash the explorer in you at The First Collection at Jumeirah Village Circle, an upscale hotel located in in the heart of JVC. Our 491 well-appointed rooms and suites make for the perfect retreat after a busy day of discovering the city, or attending business meetings. Centrally located, the district of JVC offers convenient access to the entire city. The area is connected to three main roads, while bus networks and the hotel’s shuttle service will keep you seamlessly connected to the city. Dubai Marina, Downtown Dubai and The Expo 2020 site are all within a 20-minute drive. The community of Jumeirah Village Circle (JVC) provides a number of family friendly conveniences including the Circle Mall, public parks and restaurants, which are all easily accessible from the hotel. Our signature restaurants and bars provide trendy venues to enjoy a refreshing cocktail or a mouth-watering meal. Santé Ria oozes with full bodied Latino spirit that serves mouth-watering flavours inspired by the vibrant cultures of South America. The Village Bistro offers a vibrant, family-friendly dining experience where guests will enjoy an à la carte menu options and international buffets. The Village Bistro also serves the terrace and pool deck where guests will be able to enjoy a refreshing dip and al fresco dining. The hotel also offers a number of leisure facilities including an exclusive club lounge, a large outdoor swimming pool, a gymnasium and male and female massage treatment rooms.

About The First Collection

The First Collection, brings together the key hotel, hospitality, and lifestyle assets of The First Group under one exciting and progressive brand. Comprising of five operational hotels and a pipeline of seven upper midscale hotels that will launch under The First Collection banner, the company has ambitious growth plans across the UAE. The First Collection also encompasses popular dining outlets including MasterChef, the TV Experience, Lola Taberna Española and Ikigai, which have received acclaim for delivering unique and exceptional dining experiences.

The First Collection at Jumeirah Village Circle

Put your career first by embarking on a rewarding journey with the First Collection at Jumeirah Village Circle. We understand that our employees are the face of the company and providing our guests with memorable experiences is at the forefront of everything to do. To support this, we provide our employees with tailored training and development opportunities to help them grow in terms of their career and personal objectives.

We are committed to hiring talented and energetic individuals who will enrich the stay of every guest. To achieve this we focus on providing a work environment that inspires motivation and retaining employees. We offer comprehensive benefits to our employees, which include: return air tickets to home destination, uniform and laundry services, accommodation and recreation facilities, medical coverage and life insurance, transportation, duty meals, colleague discount in our F&B outlets and reduced hotel rates, enhanced employee rewards program, team bonding and engagement events, employee health and wellness activities.

Job Description

The primary responsibility of this role is to align to the Front Office Department policies and procedures to deliver ‘you can Count on Me service attitude’ and to create the right environment which fellow colleagues can experience as well as helping them to be Responsive, Respectful, Deliver Great Guest Experience & build Customer Service culture.

Joining a dynamic, vibrant and customer focused team, you will display a positive ‘can do’ attitude and be responsible for delivering an exceptional customer service experience to all our guests

Ensures exceptional personalized service to our VIP-FCP (First Collection Person) guests.

  • Reviews guest complaints and feedback to ensure that mistakes are changed after the first complaint. Finding solutions to issues alongside the Departmental Managers.
  • Runs operational audits and checks on Front desk, housekeeping, F&B on service, time, quality and up selling monthly with feedback on how to train and gain consistency.
  • Checks guests in and out, Handles and takes reservations, Handles guest’s special requests and customer complaints during shift when required.
  • Works on a shift rotation to ensure all shifts are covered within the Hotel.
  • Investigates and handles complaints, disturbances, emergencies, etc. during shift.
  • Attends and contributes to daily meetings to maintain favourable working relationships among team players and promote maximum morale, productivity, and efficiency.
  • Thinks outside of the box with regards to ‘wowing the guests’.
  • Trains all relevant team players on the various online platforms, systems and equipment.
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Maintains strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
  • Intervenes in any guest/team player situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and team player well-being is preserved.
  • Ensures that regular on-going communication is happening with team players to create awareness of TFC programs and communicate expectations, recognizes performance, and produces desired results.
  • Provides services that are above and beyond for guest satisfaction and retention.
  • Courtesy calls to new guest arrivals for loyalty members and VIP’s.
  • Reviews personalised amenities for each guest based on the data that we have for each guest. All amenities to be a wow for the guests.
  • Supports the operation in their peak periods. Breakfast time / check out time and heavy event periods.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Participates in the development and implementation of corrective action plans to improve guest satisfaction and brand compliance.
  • Brand audit to be conducted for front of house areas as requested by line manager.
  • Runs Guest reviews meetings alongside the Front Office Manager to ensure that the action plans are completed and followed up during the month for immediately change.
  • Reports trends and patterns of operations / brand concerns and improvements to Front Office Manager with regards to areas of concern/improvement.
  • A key driver in the upselling program, a mentor and coach for the line team players.


  • Works collaboratively with FOM in preparing the expenses budget, and ensures that there are measures in place to manage each expense in line with our budget through efficiency in operation.
  • Ensures vacation, Public Holidays and lieu days are used to the needs of the business.
  • Ensures that the payroll is submitted to HR on the agreed date.

Desired Skill & Expertise

  • Excellent communications skills with Proficiency in speaking and writing Business English
  • Team player with excellent planning & organizing skills
  • Able to work flexible working hours with rotating shifts
  • Pleasant personality with good problem-solving skills
  • Desirable Hospitality Management Graduate or similar
  • At least 2 year experience at the reception in 4* property with 250+ inventory.
  • 3 year experience Front Office computer literacy (e.g., OPERA, Hotel PMS, VICAS, Ms Office etc.)
  • Excellent communications skills with Proficiency in speaking and writing Business English
  • Required language(s): fluent English, with preferred French, Russian, Chinese, or Italian
  • Team player with excellent planning, organizing skills and excellent problem-solving skills
  • Able to work flexible working hours with rotating shifts
  • Pleasant personality and good grooming

Expected salary:

Location: Dubai

Job date: Sun, 28 May 2023 06:37:39 GMT

Apply for the job now!


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