Duty Manager

7 months ago

Abu Dhabi, United Arab Emirates Mandarin Oriental Hotel Group Full time

**Position**: Duty Manager (Full time #539225)

**Property / Office**: Emirates Palace, Abu Dhabi

**Location**: Abu Dhabi, United Arab Emirates

**Main Responsibilities**:

- Support our company’s philosophy and company culture through the use of the 11 Pillars and Departmental Legendary Quality Experiences, on a daily basis, to ensure Guest Satisfaction and the achievement of our Mission Statement.
- Ensure proper, efficient and profitable functioning of the Front Office, which includes Reception, Cashiers and Concierge.
- Ensure a warm and genuine arrival and departure experience.
- Ensure that all Guest Service Executives/Agents are groomed according to hotel standards.
- Ensures that all guests receive prompt, cordial attention and personal recognition and resolves related problems.
- Attends to and investigate complaints, address the department concerned and respond to guest.
- Raise accurate and detailed log entries for all incidents and occurrences in the hotel.
- Handle guest complaints and comments relating to the department tactfully.
- Inform and co-ordinate with other operating departments e.g. Housekeeping, Engineering, Sales and Butlers of Front Office matters which may concern them.
- Ensures that last minute changes to the departments roster are coordinated and appropriate to ensure a smooth operation.
- Liaise with the Front Office Manager, Guest Relations Manager and Chief Concierge to co-ordinate on staffing levels according to daily movements
- Ensure that Legendary Quality Standards, policies and procedures of MOAUH are properly understood and followed through.
- Drives the team on a daily basis towards the hotels Key Performance Indicators, including upselling and Fans of MO signups.
- Identify quality improvement trends and effectively communicate issue to the Assistant Director of Rooms.
- Initiates new procedures to increase efficiency, productivity and maximum guest satisfaction.
- Identify training needs and implements effective training program.
- Train colleagues on new work processes, understanding of policies and procedures.
- Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department.
- Control room availability for walk-ins and establish accountability for guest’s departure dates and times.
- Follow up with Housekeeping for any unresolved room discrepancies.
- Maintain reservation procedures and same day arrivals.
- Check all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.
- Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues.
- Maintains appropriate standards of conduct, dress, uniforms, hygiene, appearance and posture for all departmental employees.
- Ensures that all departmental information is kept accurately and up to date.
- Promotes in house sales and facilities to maximize hotel revenues.
- Understand and carries out duties in line with Hotel Emergency Procedures.
- Inspects Front and Back of house for cleanliness, Health & Safety and reports any faults to concerned departments.
- Inspect guestrooms on a daily basis.
- Co-ordinate/Assist security personnel in all related matters.
- Respond promptly to any operational requests from Front Office and other hotel departments.
- Co-ordinate and assist with accommodation and transportation of guests in overbooked situations.
- Completes VIP, delegations and group leaders welcome and farewell as appropriate.
- Conduct efficient hand-over during shift changes.
- Keep abreast of training trends, developments and best practices within MOHG.
- To be able to communicate in English both verbal and written, any other language would be an advantage.
- Identifies quality improvement trends and effectively communicates issues to the Director of Rooms.
- Perform any other reasonable duties as required by the Assistant Director of Rooms and Senior Management.

**Success Profile for this role**:
**Being Resilient**

Rebounding from setbacks and adversity when facing difficult situations. Is composed and confident under pressure and does not become defensive or irritated when times are tough. Manages crises effectively and is a settling influence in a crisis. Maintains a positive attitude despite adversity and learns from hardships and negative experiences.

**Builds Effective Teams**

**Functional/Technical Skills**

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Is knowledgeable about and role models, the MOHG SOPs, Pillars and LQEs.

**Plans and Aligns**

Planning and prioritizing work to meet commitments aligned with organizational goals. Breaks down goals into appropriate initiatives and actions with relevant milestones and schedules. Anticipates and adjusts effective contingency plans. Can marshal resources (people, funding, material, support, and time) to get things done; can orchestrate multiple activities

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