Duty Manager (Saudi)

At Crowne Plaza ®, we want our guests to feel able to do their best,
achieve their goals and be recognized for their success. We're Making Business
Travel Work by Bringing Humanity to Business Travel. We challenge the old
world of business that's overly formal, rigid and where guests feel like a
room number not a person. We embrace the new world of business with caring and
flexibility - through hotel colleagues who Dare to Connect!
Dare to Connect is how we describe the Service Style at Crowne Plaza
hotels. It shows we 're thinking and acting differently. We're connecting with
guests - and each other - in a more personal way. We're showing our
personalities (and sharing a little of ourselves) and learning more about the
other person… as a person, not as a room number or a co-worker. When we Dare
to Connect, it means we:
Dare to Make the First Move … we are proactive and positive… we are the
first to greet and say hello, and the first to take action and help our
guests.
Adapt to the Moment … we might not be mind readers, but we can read our
guest's moods and needs and then change our pace, tone and take action so we
can help a guest when they need it.
Relate to Business Needs … we know that Modern Business Travelers need to
be productive, so we make sure we prioritize the right things that help our
guests do what's important.
Enable Quality Downtime … we know our guests want more from their trip
than just business, so we make an effort to get to know them and give them
recommendations that help them make the most out of their free time.
YOUR DAY TO DAY: -
Oversee the hotel operations for the day or night shift to ensure guest
service standards are met and that hotel assets are secured and protected.
DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS
* Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
PEOPLE
* Monitor performance of employees scheduled during shift and recommend and/or initiate disciplinary actions in accordance with company rules and policies. Report serious issues to respective management for follow-up.
* Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
* Interact with outside contacts:
o Guests - to ensure their total satisfaction.
o Regulatory agencies, law enforcement or local government authorities -
regarding safety and compliance matters
o Other contacts as needed (Professional organizations, community groups,
local media)
GUEST EXPERIENCE
* Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure guest satisfaction and repeat business.
* Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
RESPONSIBLE BUSINESS
* Assist in educating employees on current safety issues to ensure compliance with all health and safety regulations. Inform management of hazardous situations, emergencies or threats to the security of guests, employees or hotel assets.
* Manage day or night operations of the hotel. Conduct periodic walk-through of each department. Tour public areas and grounds to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
* May also have oversight of the security function at night.
* Coordinate employee and guest evacuation/notification in the event of an emergency.
* Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
* Document and record all incidents involving guests or employees, or other relevant events, on the appropriate reports, e.g., Manager on Duty Report. Report any injuries to Loss Prevention in accordance with policies and procedures.
* May serve as "manager on duty" as required.
* Perform other duties as assigned.
ACCOUNTABILITY
Represents the hotel 's management in judgment and decision making while
typically in charge of hotel operations in the absence of General Manager
and/or other management staff. Does not routinely perform front desk or night
audit functions.
What WE NEED FROM YOU:-
QUALIFICATIONS AND REQUIREMENTS
Some college and three years guest service/hotel experience, or an equivalent
combination of education and/or experience. Must have full knowledge of the
guest service/night function and some supervisory training/experience
preferred. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
* Carrying or lifting items weighing up to ‎25 pounds
* Frequently standing up and moving about the hotel
* Frequently handling objects and equipment
* frequently bending, stooping, and kneeling
Other:
* Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
* Reading and writing abilities are utilized often when completing paperwork and shift reports and giving and receiving instructions.
* Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
* Problem solving, reasoning, motivating, organizational and training abilities are used often.
* Ability to travel to attend workshops, conferences, etc.
* May be required to work nights, weekends, and/or holidays.
* Only Locals can apply for this vacancy
What we offer:-
In return for your hard work, you can look forward to a highly competitive
salary and benefits package. What's more, because your career will be as
unique as you are, we'll give you all the tailored support you need to make a
great start, be involved and grow. And because the IHG® brand belongs to the
IHG® family of brands, you'll also benefit from all of the opportunities that
come from being part of a successful, global hospitality company with over
‎6000 hotels in over ‎100 countries around the world. So, whoever you are,
whatever you love doing, bring your passion to IHG® and at IHG we'll make sure
you'll have room to be yourself. Find out more about joining us today by going
to careers.ihg.com