Duty Manager FO (Saudi National)

Job description / Role

Job title:

Duty Manager

Department:

Front Office

Leadership received from (directly):

Front Office Manager

Leadership received from (indirectly):

Director of Quality

Key stakeholders:

Front Office - Housekeeping - Security

Our Vision, we make moments

Mövenpick Hotels & Resorts (MH&R) is in the "moments" business. We're intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer term partnership.

It doesn't take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.

We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results.

The Role

- Under the guidance and supervision of the FOM, and within the limits of the established Mövenpick Hotels & Resorts and OSM (Operational Standards Manual), his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.
- Must be thoroughly familiar with all Mövenpick corporate and local Operational Standards and ensure they are followed. He / She is responsible for supervising the operations at the front desk according to our hotel standards in order to ensure guest satisfaction under the control of the FOM in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:
- To effectively handle all guest complaints concerning the Front Office in co-ordination with the FOM, taking corrective action to prevent recurrence and convert the guest into a repeat customer.
- Effectively handles emergency situations and takes charge until senior leadership relieves him/her of the duties.

Key Deliverables and Responsibilities

Planning & Organizing:

- Review and update Logbook
- Check equipment
- Be Smart, well-groomed and maintain a friendly and cheerful disposition all the times
- Oversee the day to day operations
- Report regularly on happening to team and superiors.
- Monitor Employees performance/ Coaching
- Fire Procedure
- First Aid Procedures
- Handle guest complaints and report to manager
- Implement and coordinate the Front Office OSM
- Perform as per OSM Standards and in line with the Company's Values and Core Behaviour.
- Be fully aware of the Talk of the Walk for the day
- Proper grooming at all times
- Attend training classes as per schedule
- Show fullest cooperation and respect within the team and other departments
- of all Is aware of the daily activities and has product knowledge the hotel facilities
- Ensure panic report is printed during the shift at least twice.

Requirements

Operations:

- Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
- Announce VIP rooms to Housekeeping and F&B departments
- Ensure VIP rooms are ready, checked and all in order prior arrival
- Attend management morning briefing if needed/requested
- Take responsibility of your shift & handle situations, ensure that reception team on shift is looked after and helped if needed
- Register and process check in for all arrivals
- Conduct daily briefing & ensure IQ standard is followed
- Perform Check in & Check Out at the reception
- Be part & lead in success of ALL enrolment and assist to achieve the hotel target
- Check online comments (Tripadvsior, Booking.com etc) and investigate issues then report to the manager
- Ensure guest comments are investigated and reply back to guest accordingly
- Assist in achieving TrustYou targets
- Attend guest requests and take action accordingly
- Handle guest complaints and take action immediately to ensure satisfaction is delivered
- Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests' departure.
- Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed.
- Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.
- Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
- Handle issuance of guest room key cards and ensure effective control for guest security.
- Check Paymaster daily and give feedback RDM with action taken
- Encourage rooms & breakfast upselling daily to the team and share result and feedback
- Check Hotel situation, occupancy, functions, groups, MIPs
- File daily reception report and documents systematically.
- Give a proper training & induction for all new reception joiners and ensure Opera V9 is the PMS used in training
- Maintain daily courtesy call sheet and share feedback/action with the manager
- Attend Credit meeting when requested
- Attend Revenue meetings when requested.
- At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
- Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
- To effectively handle all guest complaints concerning the Front Office in co-ordination with the FOM and Director of Quality, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments.
- Other duties as assigned.
- Assist in Task Force Teams for new openings
- Carry out any other reasonable task (which may not be stated here) as requested.
- Attend and chair the daily briefings.

Mövenpick Hotels & Resorts reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as & when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.