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Duty Manager

2 months ago

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

We are seeking a highly skilled and experienced Duty Manager to join our team at Mandarin Oriental Hotel Group. As a key member of our Front Office team, you will be responsible for ensuring the smooth operation of our reception, cashiers, and concierge services.

Key Responsibilities
  • Guest Satisfaction: Ensure that all guests receive prompt, cordial attention and personal recognition, and resolve related problems in a timely and professional manner.
  • Front Office Operations: Ensure the proper, efficient, and profitable functioning of the Front Office, including reception, cashiers, and concierge services.
  • Team Management: Lead and motivate the Front Office team to achieve exceptional guest satisfaction and hotel performance.
  • Quality Standards: Ensure that all guests receive a warm and genuine arrival and departure experience, and that all Front Office staff are groomed according to hotel standards.
  • Communication: Liaise with other operating departments, such as Housekeeping, Engineering, Sales, and Butlers, to ensure seamless coordination and communication.
  • Problem-Solving: Attend to and investigate complaints, address the department concerned, and respond to guests in a professional and courteous manner.
  • Reporting: Raise accurate and detailed log entries for all incidents and occurrences in the hotel.
  • Continuous Improvement: Identify quality improvement trends and effectively communicate issues to the Assistant Director of Rooms.
  • Initiative: Initiate new procedures to increase efficiency, productivity, and maximum guest satisfaction.
Requirements
  • Proven experience in a similar role within a luxury hotel environment.
  • Excellent communication and interpersonal skills.
  • Ability to work effectively in a fast-paced environment.
  • Strong problem-solving and analytical skills.
  • Ability to lead and motivate a team to achieve exceptional results.