Duty Manager

Job description / Role

Scope:

- Provides a professional and guest focused service to our guests, ensuring satisfaction through maximum recognition and attention from arrival through departure, making sure their stay is a memorable experience. He/she is the first problem solver of all sorts of problems that might occur to guests. Serves as a role model for his colleagues and adheres to the Operational Standards as well as the hotel's policies and procedures.

Summary of Responsibilities:

- Reports directly to and communicates with the Front Office Manager or delegates on all pertinent matters affecting guest service and hotel operations.
- Supervises and directs Reception and Reservation Personnel.
- Monitors appropriate standards of conduct, uniform, hygiene and appearance of staff.
- Monitors billing instructions and check credit limit.
- Ensures front line staff complies with FIT marketing techniques and maximize sales.
- Provides functional assistance and direction to all departments.
- Monitors and controls expenses incurred in the department.
- Must have extensive knowledge of the hotel, its services and facilities.
- Makes sure to apply the departmental standards and procedures.
- Has full knowledge of any special promotion, all internal memos and activities.
- Has full knowledge about the Cherish program .
- Makes sure to be always present in the lobby and specially whenever there is a function in order to welcome, assist and direct guests.
- Attends and solve guest complaints.
- Performs the on job training and role play when needed.
- Set a high example in regards to punctuality, appearance, attitude, leadership, guest relations, observance of Hotel Policies and Procedures, loyalty to management and interdepartmental cooperation.
- In all incidents, provide management with reports and recommend actions to avoid repetition of any incident, accident theft, complaints etc.
- Ensure maximum safety for Guests, patron and Colleagues during emergencies.
- The protection of hotels interests must be the major concern.
- Fully trained in emergency procedures and to assist in carrying out any practice drills.
- Leader of the Emergency Response Team (E.R.T) during emergency procedures as per the Fire and Evacuation Plan.
- Monitor the car park and driveway.
- Make regular rounds of the Hotel to ensure smooth operations in all areas.
- Photograph all room damages.
- Authorize after hour distribution of keys, Including dry stores and beverage stock.
- Supervise Front Office Colleagues, assist in check in and checkouts.
- Perform any other related duties assigned to him / her by the Front Office Manager.
- An unbiased report must be sent to all concerned at the completion of the shift.
- Responsible for the smooth operation of the hotel, he / she must make decisions on all matters involving Guest contact with hotel Colleagues. In absence of the senior Front Office management, he / she has full authority to make decisions concerning Front Office.

Requirements

Qualifications:

- Knowledge of Opera, Word, Excel, Delphi and Windows 2000.
- Minimum of one year previous experience as a Duty Manager is preferred.
- Arabic speaker is an advantage.
- Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties.
- Must be able to work well under pressure in a fast paced and constantly changing environment.
- Excellent written and verbal interpersonal and communication skills.
- Must be strong team player with proven leadership, development and delegating skills.
- Highest Guest service skills, talent and knowledge with the vision and ability to lead Colleagues to excellence.
- Diploma in Hotel management an asset.
- Previous International experience essential. .

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

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.