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Duty Manager

2 months ago

Dubai, Dubai, United Arab Emirates Accor Hotels Full time
Job Summary

We are seeking a highly skilled and experienced Duty Manager to join our team at Accor Hotels. As a key member of our Front Desk team, you will be responsible for ensuring the smooth and efficient daily operation of the Front Desk, providing exceptional guest service, and maintaining the highest standards of quality and professionalism.

Key Responsibilities
  • Front Office Operations
    • Conduct daily briefings with team members to ensure they are well-informed and equipped to provide excellent guest service.
    • Supervise and manage all tasks of Front Desk staff to ensure the highest quality service is delivered and department standards are met.
    • Review and analyze work flow and standards at the Front Desk, suggesting improvements to enhance efficiency and effectiveness.
    • Analyze rate variance reports to ensure accurate revenue control, approve discounts and rebates as necessary.
    • Communicate with the Front Office Manager on all matters related to guest services and hotel operations.
    • Ensure accurate documentation of all guest-related issues using the logbook.
    • Sign off on media and supervise shift handover procedures to ensure seamless transitions.
    • Coordinate and communicate with other hotel departments as required regarding general administration and operations issues.
    • Provide management presence at all times by assisting with the handling of guests' needs and complaints in a tactful and efficient manner.
    • Assist Guest Relations in greeting, rooming, and sending off guests.
    • Regularly inspect the front of house and back of house to ensure cleanliness and orderliness.
    • Ensure front-line staff complies with marketing techniques and maximizes sales opportunities.
    • Check billing instructions, monitor guest credit, and act upon any discrepancies.
    • Coordinate full house situations and make necessary arrangements to handle overbooking and pledge relocates.
    • Ensure procedures for On-Call Valet Desks and driveways are manned at all times and run efficiently.
    • Ensure compliance with Safety, Security, and Loss Control policies and procedures at the lobby and driveway. Handle and manage hotel emergencies as needed.
    • Conduct Night Audit Process for the hotel.
  • Team Management
    • Provide department orientation and training on hotel service standards, procedures, and programs.
    • Constantly monitor team members' appearance, attitude, and degree of professionalism.
    • Motivate and provide a work environment that brings out the best in team members.
  • Other Responsibilities
    • Maintain complete knowledge of all food and beverage services, outlets, and hotel services/features.
    • Be fully conversant with hotel fire and life safety/emergency procedures.
    • Attend all briefings, meetings, and trainings as assigned by management.
    • Report for duty on time, wearing clean and complete uniform at all times.
    • Maintain a high standard of personal appearance and hygiene at all times.
    • Perform other reasonable duties assigned by the Management of the Hotel.