Manager on Duty

Job description / Role

As our Manager on Duty, you are reporting to the General Manager of the hotel.

Scope of work: The position is responsible for the overall direction, coordination, and evaluation of the hotel.

Job Specific
• Perform as hotel ambassador to ensure the safety, security, and satisfaction of hotel guests
• Follow up to ensure guest satisfaction.
• Work in unison with the security and operational departments exceptionally seamless, safe, and memorable experience
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.
• Coordinate hotel’s VIP services program
• Greet and escort VIP’s to guestrooms upon initial arrival to hotel and coordinate servicing of special requests during their stay
• Respond to requests by guests or departments for assistance in any guest-related problem that has not been adequately resolved
• Follow up with guests who have required prior Manager on Duty assistance to ensure that their difficulties have been completely resolved
• Conduct regular monitoring rounds of guest areas, rooms floors, including public areas, food and beverage outlets, and function spaces
• Inspect hotel areas for safety, cleanliness, and overall condition
• Ensure adherence to required department staffing levels
• Personally assist or coordinate the resolution of deficiencies noted during rounds
• Assist any department as needed based upon service demands
• Maintain a log book of all deficiencies noted and assistance provided
• Coordinate the timely resolution of guest problems or complaints, providing complimentary products or services or financial adjustments as appropriate
• Personally interact with guests in a positive and friendly way to anticipate and ascertain needs and ensure guest satisfaction
• Ensure that the evening operations are smooth
• Other duties as assigned

General
• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

Requirements

Level of Education
Bachelor / Licence

Areas of study
Hospitality Management

Professional experiences
3 to 5 years

Languages essential
English

Optional languages
Arabic
Hindi (Fluent)

Qualifications
• Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills
• Minimum three years guest service management experience
• Extensive knowledge of all hotel departments
• Five star hotel background experience
• Excellent communication skills – oral and written
• Excellent guest service skills
• Able to work a flexible schedule, including weekends and holidays
• Multilingual preferred
• Excel
• Power Point
• Word
• Opéra

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.