Duty Manager Full Time

About The Role

• To assist in managing and coordinating all responsibilities of the Reception, Guest Relations, Concierge, Guest Transportation, Valet Parking, Data Entry, Gift Shop, and Guest Service Centre Operations. To ensure efficient, prompt, courteous, consistent quality, and proactive service for all our guests & identify the key functions of the job or the essential areas of responsibility

Key Duties And Responsibilities

• Manages, supervises, corrects, and demonstrates all duties and tasks to the standards set.
• Assists the Front Office Manager / Assistant Front Office Manager in efficiently managing the day-to-day operations according to the established concept statement, providing a courteous, professional, efficient, and flexible service always.
• Assigns responsibilities to subordinates, implementing the multi-tasking principle and checking their performance periodically.
• Adheres to the established operating expenses and ensures that all costs are controlled.
• Assists in controlling the requisitioning, storage, and careful use of all operating equipment and supplies.
• Ensures that telephone calls are handled as per the policies and procedures and telephone etiquette.
• Trains and guides the subordinates on the correct procedure for handling calls and messages handling.
• Takes care of the arrival and departure processes for guests, ensuring they take as little time as possible.
• Ensures that guest passport details are sent on time through the CID system.
• Checks if all special rates have the appropriate authorization from a competent person.
• Assists and be responsible for the VIP guests and Long Stay guests.
• Makes decisions on all matters involving guest contact with hotel employees.
• Promptly handles guest and patron complaints and informs the necessary department heads when appropriate.
• Provides directions that are aligned with departmental and hotel objectives.
• Takes appropriate actions to correct any deficiency.
• Encourages employees to provide innovative ideas.
• Ensures each innovation provides “value” to customers, hotels, and owners.
• Supports and follows through with the implementation of new ideas.
• Liaises with Reception and Housekeeping regarding arrival rooms and prioritization where applicable.
• Determines and processes all guest compensation issues.
• Assists with direct, individual, and group guest check-ins and checkouts and ensures all correct procedures are followed.
• Ensures that all guest room preferences are assigned prior to the guest’s arrival, based on the hotel’s availability.
• Assists Guest Service Executives with daily shift audits and ensures all audits are correct
• Performs daily cash spot checks of the Guest Service Executives.
• Ensures that the DTCM/VICAS has been checked, without discrepancy of TDF and handed over to the next DM shift.
• Ensures that all VIP guests are met on time of their arrival/departure to/from the hotel.
• Ensures that Front Office team if fully groomed, and their appearance is up to Bab Al Shams Desert Resort Standards.
• Possesses a warm & friendly approach to other team members and a positive sharing of workloads, skills & knowledge.
• Ensures awareness of emergency procedures and carries out tasks in emergency situations.
• Adheres to the policies and procedures concerning fire, emergency evacuation, accidents, bomb threats, and law and order situations.
• Informs Higher Management or General Manager of any major issues and processes any compensation.

Experience & Educational Requirements

• Diploma in Hotel Management or equivalent
• Hotel Management Bachelor’s Degree
• 2 years in a similar position in a five-star hotel
• Previous experience in a customer service function.
• Supervisory experience
• Hotel property management systems, such as Opera, and an understanding of sales systems, such as Micros
• Must possess professional presentation skills
• Must possess outstanding guest service skills
• Sophisticated verbal & written communication skills
• Computer literate in Microsoft Windows applications preferred
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Join a team that is warm,caring, connected and empowered to create truly unique experiences. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.