Duty Manager

4KEY ACCOUNTABILITIES

Managerial Accountabilities

• To give full co-operation to any Cast requiring assistance in a prompt caring and helpful manner and to be flexible in assisting around the hotel in response to business and guests needs
• To maintain regular and effective communication within your team and at all levels by attending daily briefing sessions if any, and attending hotel meetings when required
• To display a professional, caring and anticipative attitude and approach to your work colleagues and guests at all times.
• Manage, record, and resolve all Guest complaints promptly and effectively
• Meet and greet VIP Guests and major corporate clients upon arrival.
• Understand all credit procedures and ensure they are applied
• Be up to date with all hotel products, services, policies and emergency procedure
• Leads from the front with integrity to build trust

Functional Accountabilities

• To understand and strictly adhere to the Guidelines established in the Cast Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Following up the financial cases and monitoring the front office cashiering.
• Elaborate Team rostering and vacation plans according to seasonality and blackout dates.
• Possess strong commercial acumen, with experience in increasing profitability in a tight market sector.
• Analyse guest feedback and reviews, monitor reviews scores and investigate in order to create an action plan.
  Monitoring rooms inventory and communicating with revenue to ensure having balanced rooms inventory and reasonable overbooking situation
• Creating and updating department SOPs as per operation needs and service requirements
• Performs all night manager tasks and reports
• Following up the financial cases and monitoring the front office cashiering
• Conducting team appraisals for agents and team leaders
• Reviewing arrival list and allocating rooms as per guest preferences and operation’s needs
• Monitoring city ledger process and supervising team members cashiering transactions
• Coordinating with group sales and events department to insure smooth group’s check in and checkout process.
• Stress with the front office team member on the necessity to offer to the guest cordiality, product knowledge, clarity of billing and speed of check in and checkout process by conducting continuous training sessions

Qualifications and experience

Experience and Technical Knowledge

ESSENTIAL

• Experience in hotel industry

DESIRABLE

• Previous guest relations experience in 5 star hospitality industry

2 years of experience in 5 star hotel as Duty Manager

Qualifications

ESSENTIAL

• Front Stage Operation certificate holder / Bachelor or Master Degree in a given field

DESIRABLE

• Bachelor or Master Degree from hotel school

Health & Safety certification