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For a luxury international property in Doha, Qatar, we are looking for an Arabic speaking female duty manager. Please apply ONLY if you have experience from a luxury, international 5* brand.
To provide supportive operational assistance to all departments; interact with guests, assisting their queries and complains.
Contribute to the development and execution of the department’s short to mid-term plans to ensure alignment with the division’s strategic priorities and contribute to the development of annual business plans for the assigned areas of responsibility to support the achievement of financial objectives.
Monitor, control and report key performance indicators related to the department, to track performance and recommend corrective actions.
Manage the performance management, career progression and activities of direct reports by setting annual objectives, identifying training opportunities, mentoring, coaching and providing constructive feedback to improve their performance.
Act for the achievement of the customer expectations and performance targets of the department.
Work towards "go the extra mile" and deliver exceptional customer service, not just the minimum acceptable.
Report and communicate on all pertinent matters affecting guest service and hotel operations.
Coach the team so they can see how to meet the short term and longer-range plans of the business.
Support through the daily management activities of the company's and brands values and culture.
Implement the operational and service standards set out in the Corporate Standard; mediation of these standards to line managers.
Close work with leaders in the team to support other team members and ensure they have a strong sense of direction.
Manage the department's technical standards to ensure they comply with corporate policy and/or with industry practice.
Close monitoring of costs and/or revenue generation to ensure business targets are achieved.
Contribute to the management of measurements and targets, which assist with performance enhancement.
Prepare management reports, as required, and contribution to the annual planning process for the department.
Closely work with all team members so that productivity remains high, and the department is efficient.
Check and monitor standards achieved and identification of areas which standards are not being met.
Take care and precautions of company's assets and promotion of the security of personnel; corrective action where required.
Develop associates through on-the-job training, input into recruitment, review and succession planning in your area.
Control all staff during your duty and their work, design of work schedules and calculating working hours, assistance in drawing up the holiday schedule.
Develop a very strong "sales & promotions" culture within the team to maximize in-hotel sales.
Coordinate all departments so that service levels remain high throughout the shift.
Coordinate preparations so that service and delivery is effective in the morning.
Supervise property lock down and running of standard checks and verifications.
Ensure outstanding personal presentation and of the team.
Ensure rational and smooth work sequence at all times.
Ensure that new associates are properly & correctly inducted.
Monitor logs, notes and traces and follow up with associates to ensure "the circle is completed".
Coach on telephone skills & manners and other means of communication to ensure messages are understood and handled with skill, clarity and efficiency.
Inform housekeeping, concierge, in room dining, etc. of requests, early and late departures, room changes, taxis, newspaper requests and other important information.
Check the registration cards and correct transfer of the data in the system / computer.
Ensure CID data is accurate and reconciled.
Responsible for the cash inventory allocated, i. e. daily check, declaring shortfalls, etc.
Take over and share all relevant information to the next shift, including the volume of business, special
Guests/events, and items to be clarified/completed.
Deal with guests' complaints and ensure prompt satisfaction of the guest.
Knowledge of all the tasks on the telephone switchboard.
Carry out the daily closing and a data backup of the software system for Reception and accounting.
Responsible for maintaining quietness, order and safety and security in the hotel.
Provide functional assistance and direction to all departments.
Cooperate, coordinate, and communicate with other hotel departments as required.
React to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
Respond to guest needs and resolves related problems
Supervise and directs Reception and Reservations personnel.
Support and assists Front Office personnel and all departments at peak periods.
Ensure VIPs and priority club guests receive special attention
Inspect front of house and back of house regularly for cleanliness.
Assist Guest Relations in greeting, rooming, and sending off VIP guests.
Provide input for Front Office meetings.
Promote inter-hotel sales and in-house facilities.
Check billing instructions and monitors guest credit
Analyse and approve discounts and rebates.
Analyse the rate variance report to ensure rooms revenue control.
Provide input into the development and implementation of the department’s policies, systems, processes and procedures, identifying potential areas of improvement, to support an efficient and effective operation.
Ensure compliance with all relevant HSE&E and QM policies, procedures and controls across the department to guarantee employee safety, legislative compliance, delivery of high quality service standards and a responsible environmental attitude.
Job Knowledge & Skills
• Knowledge in Opera, Micros, Telephone Switchboard
• Proficiency in Microsoft Office software: Word, Excel and PowerPoint
• Strong presentation skills and communication skills.
• Demonstrated capacity to work with an agile and open mind in a complex and multinational work environment alongside talented and strong-minded colleagues
• Ability to work under pressure and be determined to meet calendar target
• ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.