Duty Manager

Dubai, UAE
01 Sep 2016
29 Sep 2016
Job Level

1.         Specific Duties and Responsibilities:

  • Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
  • Provides functional assistance and direction to all departments.
  • Cooperates, coordinates and communicates with other hotel departments as required.
  • Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
  • Responds to guest needs and resolves related problems
  • Supervises and directs Reception and Reservations personnel.
  • Supports and assists Front Office personnel and all departments at peak periods.
  • Ensures VIPs and priority club guests receive special attention
  • Inspects front of house and back of house regularly for cleanliness.
  • Assists Guest Relations in greeting, rooming, and sending off VIP guests.
  • Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
  • Provides input for Front Office meetings.
  • Promotes inter-hotel sales and in-house facilities.
  • Checks billing instructions and monitors guest credit
  • Analyses and approves discounts and rebates.
  • Analyses the rate variance report to ensure rooms revenue control
  • Takes action with the Property Management Systems (PMS) in emergency situation.
  • Fully conversant with all hotel emergency procedures.

Customer Focus

  • Accurately and promptly fulfilling guest requests and anticipate guest needs with maximum attention
  • Maintain a high level of knowledge which affects the guest experience
  • Demonstrating a ‘customer service’ attitude
  • Taking appropriate action to resolve guest complaints
  • Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
  • Maintain an up to date ‘repeat guest’ history

2. Human Resource Responsibilities

  • Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
  • Assists in planning for future staffing needs
  • Assists in recruiting in line with company guidelines
  • Prepares and administers detailed induction program for new staff
  • Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
  • Ensures training needs analysis of Front Office staff is carried out and training programs are designed and implemented to meet needs
  • Provides input for probation and formal performance appraisal discussions in line with company guidelines
  • Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
  • Regularly communicates with staff and maintains good relations

3. Financial Responsibilities

  • Works with superior in the preparation and management of the department’s budget.
  • Maintain knowledge of credit policies & procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out within the Front Office department
  • Manages the departmental expenses
  • Occupational Health and Safety Responsibilities
    • Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
    • Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
    • Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
    • Initiate action to correct a hazardous situation and notify supervisors of potential dangers
    • Log security incidents and accidents in accordance with hotel requirements

    4.Legal Responsibilities

  • To ensure that the standards required by Law and by Management are maintained at all times in the areas specified above.