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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