Duty Manager

3 months ago

Dubai, United Arab Emirates Bab Al Shams Desert Resort Full time

Duty Manager
(13546)

Rare Finds is a diverse collection of resorts celebrating the individuality and unique identity of a destination, with a distinct ability to captivate the imagination, and bring to the forefront the essence of a place.

Authentic and captivating, Bab Al Shams Desert Resort is a truly magical destination, where expertly curated itineraries and bespoke entertainment are the beating heart of our legendary desert-based destination. Part of our unique Rare Finds collection, the essence of Bab Al Shams joins our guests together to discover the most soulful experiences and humbling journeys, set against Dubai’s endless dunes and rich culture.

**About The Role**

To assist in managing and coordinating all Reception, Guest Relations, Concierge, Guest Transportation, Valet Parking, Data Entry, Al Dukan Gift Shop, and Guest Service Centre Operations responsibilities. To ensure efficient, prompt, courteous, consistent quality, and proactive service for all our guests & identify the key functions of the job or the essential areas of responsibility.

**Key Duties and Responsibilities**
- Manages, supervises, corrects, and demonstrates all duties and tasks to the standards set.
- Assists the Front Office Manager / Assistant Front Office Manager in efficiently managing the day-to-day operations according to the established concept statement providing a courteous, professional, efficient, and flexible service at all times.
- Assign responsibilities to subordinates by implementing the Multi-Tasking principle and checking their performance periodically.
- Adheres to the established operating expenses and that all costs are controlled.
- Assists in controlling the requisitioning, storage, and careful use of all operating equipment and supplies.
- Ensures that telephone calls are handled per the policies and procedures and telephone etiquette.
- Trains and guides the subordinates on the correct procedure for handling calls and messages.
- Takes care of the arrival and departure processes for guests, ensuring they take as little time as possible.
- Ensures that guest passport details are sent on time through the CID system.
- Check if all special rates have the appropriate authorization from a competent person.
- Assists and is responsible for the VIP guests and Long Stay guests.
- Makes decisions on all matters involving guest contact with hotel employees.
- Promptly handles guest and patron complaints and informs the necessary department heads when appropriate.
- Provides directions that are aligned with departmental and hotel objectives.
- Takes appropriate actions to correct any deficiency.
- Encourages employees to provide innovative ideas.
- Ensures each innovation provides “value” to customers, hotels, and owners.
- Supports and follows through with the implementation of new ideas.
- Liaises with Reception and Housekeeping regarding arrival rooms and prioritization where applicable.
- Determines and processes all guest compensation issues.
- Assists with direct, individual, and group guest check-in and check-out and ensures all correct procedures are followed.
- Ensures that all guest room preferences are assigned before the guest's arrival, based on the hotel availability.
- Assists Guest Service Executives with daily shift audits and ensure all audits are correct
- Performs daily cash spot checks of the Guest Service Executives.
- Ensure that the DTCM/VICAS had been checked, without discrepancy of TDF, and handed over to the next DM shift.
- Ensures that all VIP guests are met at the time of their arrival/departure to/from the hotel.
- Ensures that the Front Office team is fully groomed, and their appearance is up to Bab Al Shams Desert Resort Standards.
- Possesses a warm & friendly approach to other team members and a positive sharing of workloads, skills & knowledge.
- Ensures awareness of emergency procedures and carries out tasks in emergencies.
- Adheres to the policies and procedures concerning fire, emergency evacuation, accidents, bomb threats, and law and order situations.
- Informs Higher Management or General Manager of any major issues and processes any compensation.
- Mentors inexperienced or new employees and conducts employee performance reviews.

**Experience & Educational Requirements**
- Diploma in Hotel Management or equivalent
- Hotel Management Bachelor Degree
- 2 years in a similar position in a five-star hotel
- Previous experience in a customer service function.
- Must possess professional presentation skills
- Must possess outstanding guest service skills
- Sophisticated verbal & written communication skills
- Hotel property management systems such as Opera and understanding of sales systems such as Micros
- Strong interpersonal and problem-solving abilities
- Highly responsible & reliable
- Ability to work well under pressure in a fast-paced environment
- Ability to work cohesively as part of a team
- Ability to focus attention on guest needs, remaining calm and co

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