Duty Manager

Job description / Role

Company Description

At Fairmont Hotels & Resorts, ensuring the safety and wellbeing of our Guests and Visitors is an integral part of our operations. As a Mason, you are responsible for the smooth and efficient operation of the outlet, which includes maximizing the service experience for the Guests and ensuring that all receive superior service

Hotel Overview: Makkah Clock Royal Tower, A Fairmont Hotel, is located only a few steps away from the Masjid Al Haraam and the Holy Ka'aba. This 76-story hotel, one of the world's tallest, is the focal point of the Abraj Al Bait Complex, part of the King Abdul Aziz Endowment Project. The Hotel authentic hospitality is seen throughout 858 rooms.

Job Description

- Will be knowledgeable of the whole Hotel facilities and services provided.
- Adhere to his/her limit of authority as outlined by management, and will fully
- Understand the Hotel policies, procedures and regulations per Fairmont standards.
- Deal with any guest request in a polite and efficient manner, delegating work where necessary to other staff (bellmen, In Room Dining, Royal Service, Engineering, Security, etc), and then following up to ensure that the guest has been satisfied.
- Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of colleague empowerment.
- To ensure guests queries are dealt with in a helpful and professional manner and
- Inform the FOM or AFOM in case of issues that cannot be easily resolved.
- Responsible for ensuring consistency in exceeding guest service expectations (FHR Programs as a measurement tool).
- Adheres to and promotes the Company's Health & safety policies to ensure a safe work environment, will be knowledgeable about all safety & emergency procedures and emergency action plan.
- Responsible for the entire hotel during the night shift in terms of monitoring the operation, ensuring the safety & security of the hotel, colleagues and guests.
- Log all guest comments in the Duty Managers logbook and prepare a summary of all comments from the previous 24 hours which can be used at the morning meeting.
- Participate in the monthly communication meetings
- Process, check and distribute the necessary management reports.
- Providing a daily feedback about the operation to the GM and the Hotel Manager as
- They require through multiple ways like incidents report, Night Manager Report,Complaints report with supporting documentation and final accurate conclusions.
- Complete preparation work and administration work which the Assistant Front Office Manager has passed on.
- Responsible to balance operational, administrative and colleague needs.
- Supervise the work of the front office supervisors. Review the achieved tasks of their daily check list.
- Ensures that all Front Office Standards of Service & Operational Procedures are adhered.
- Reviewing VIP reports for 7 days ahead and coordinating all necessary arrangements with concerned departments.
- Ensuring that the daily VIPs are welcomed and escorted to their rooms with the assistance of the guest relations team.
- Monitor and deal with all Pre-Registered bookings and all No-Show guests.
- Handling the inventory during sold out days.
- Complete all the necessary preparations for the beginning of the early shift on reception.
- Move around the hotel to interact with as many guests and staff as possible
- Provides Guidance and motivation to the night team. Establishes and communicates on a daily basis with the Front Office colleagues and working instantly on creating a job Satisfaction to everyone.
- Monitoring colleagues' performance and Dealing with employees' grievances and problems. Coaching them and taking the corrective actions when necessary.
- Direct staff in maintaining clean, tidy and an organized work area at the front and back areas of the Front Office.
- Oversee all contracted staff working overnight in the hotel, recording any issues that may arise for handover to relevant department head in the morning.
- Oversee the employee dining room and ensure all staff receive appropriate meal break during their shift.
- Monitor and inspect Overnight cleaning team, ensuring highest level of cleanliness and work efficiencies at all times.
- Run the audit reports on the PMS that will be required by Income Audit the next day, Responsible for the nightly end of day reporting is complete; ensuring accuracy in balancing accounts.
- Perform all necessary reconciliation's and audit functions for the Reception in order to complete the day's business.
- Ensure that all financial reporting is maintained and accurate inclusive of reviewing financial reports to ensure accuracy (Rooms Audit )
- Ensure that all of the Food & Beverage outlets have handed over the relevant paper work to allow the days business to be completed.
- Complete all necessary computer system back-ups.

Requirements

Qualifications

- Minimum 2 years experience in Front Office Operations in a luxury property preferred
- Strong interpersonal and problem solving abilities necessary
- Must be a highly organized person with strong planning skills
- Goal and results oriented
- Analytical skills, strength as a developer and a leader of others are essential
- International experience an asset
- Energetic, enthusiastic, self-motivated and a charismatic team player
- Excellent command of spoken & written English-Arabic
- Knowledge in Opera system
- Ability to work on shift basis

Additional Information

At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That's why you'll find exceptional work opportunities-throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific-as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London's The Savoy, New York's The Plaza, and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

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.