Duty Manager
The First Group
- Dubai
- Permanent
- Full-time
As Duty Manager, with full support/synergy and alignment with Direct reports of Guest Service Associates, & Supervisors you will be responsible for managing the reception team and perform Duty manager shifts as required based on business demand.
Overseeing the daily operation through set processes, ensure that proactive action is taken to ensure the needs of all guests are met and that additional measures are taken to create lasting experiences. Drive high standards and quality and employee engagement activities with the help of all front line team members. The scope includes maximizing revenue through upselling program impacting profitability, managing costs and productivity.
In the Role of Duty Manager, you will be responsible to work closely with peer team members and supervise all direct reports and build synergies.KEY RESPONSIBILITES
- Monitor Reception Colleagues to ensure maximum guest satisfaction engaging with guest and prompt cordial attention from arrival through departure
- Work closely with all team members to ensure Wyndham members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service and enrolment targets are met
- Attention to detail on special requests by having updated database on guest profile either captured through glitches, preferences
- Handle guest complaints and refer them as necessary to management, follows up on corrective/preventive action. Follow up on DM log complaints and Medallia negative comments, investigation and resolving
- Entertain guest within hotel premises for food and drinks with approval from FOM where required in case of guest complains, to gain loyalty
- Compile, analyse existing procedures and perform process renovation to have benefit operation, through project management
- Review arrival lists for all arrivals and VIPs to check/perform room allocations, amenities, and special requests
- Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
- Organize and conduct regular meeting for all Reception team to facilitate communications and smooth operations
- Prepare efficient work schedule for Reception Team, arranging holidays and vacation by coordinating with AFOM, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
- Ensuring implementation and compliance of the Company’s Fire, Life and Safety requirements
- Conducting market and competitor analysis to be ahead of competition in terms of service delivery
- P&L analysis including productivity and cost management and Perform Duty Management Shifts as per business requirement
- Assist in planning for future staffing needs, and assists in recruiting in line with company guidelines, prepares and administers detailed induction program for new staff
- Assist in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
- Ensures training needs analysis of Reception Team is carried out and training programmes are designed and implemented to meet needs by working together with the Assistant Front Office Manager Provide input for probation and formal performance appraisal discussions in line with company guidelines, coaches, counsels and disciplines staff, providing constructive feedback to enhance performance and regularly communicates with staff and maintains good relations
- Work collaboratively with Assistant Front Office Manager in preparing the expenses budget, and ensure that there are measures in place to manage each expense line within our budget through efficiency in operation
- Ensure vacation, Public Holidays and lieu days are used to the needs of the business
- Ensure that the payroll is submitted to HR on the agreed date
As a Manager you are expected to demonstrate the following behaviours consistently: * Hold self and others accountable for achieving results. Deliver by meeting tough deadlines and use specific performance measures to track progress and improve future performance
- Take steps to follow through, ensuring tasks are fully completed; independently check to ensure accuracy and quality
- Develop detailed understanding of the market and guests’ need, challenge the way things are done; identify areas requiring change and suggest ideas to support the change
- Identify opportunities to improve profitability of own area, implementation and maintenance of brand standards and standard operating procedures
- Train and develop the team and provide support when required
- Ensure all direct reports have Personal Development Plan to achieve their goals
- Ensure that effective communication flow is maintained at all times
- Actively participate in the community involvement projects and initiatives together with the hotel’s management team
- Maintaining a business environment based on the Code of Conduct and Company Vision
- Participate in WYNcom
- Associates degree in hospitality management and/or similar work experiences or certified accreditation and minimum 2 years’ experience as Reception or Duty Manager in 5* property with 300+ inventory
- Excel, Word, Power Point, FBM, Opera Computer skills
- Excellent communications skills with Proficiency in speaking and writing Business English
- Team player with excellent planning & organizing skills
- Able to work flexible working hours with rotating shifts
- Pleasant personality with good problem-solving skills