Duty Manager

Company Description

Anantara Dubai Downtown Hotel invites you to an elegant sanctuary at the
center of the UAE's most dynamic city. Choose iconic cityscape and Burj
Khalifa views from spacious modern rooms and suites just moments from Dubai
Mall, Dubai Fountain, Dubai Opera, and the impressive tower itself. Choose
complete convenience for easy exploration and total comfort in unrivaled Thai-
inspired Anantara hospitality.

Job Description

At Anantara, we are proud to represent our hotel and our country to guests
from all over the world. We treat our guests and our colleagues with respect
and work hard together to deliver the highest quality of service to all.
KEY DUTIES AND RESPONSIBILITIES
Basic Function:
To ensure the smooth and efficient operation of the Front Office Department
related to Guest Services, achieving maximum quality Guest satisfaction and
adhering to standards of services required by the organization.
Directly responsible for Guest Service Agents, Concierge, and Transportation
personnel for all work-related day-to-day routine tasks.
Operational:
* Report day-to-day routine activities to the Front Office Manager.
* To ensure through effective supervision and on-the-job training that all services provided at the Front Desk are always available and carried out most efficiently as per the standards.
* To meet and escort all VIP Guests and to ensure that all services meet high standards as well as liaise with relevant departments regarding the arrival time, room blocking, VIP set ups, etc.
* To ensure strict control of room keys.
* To ensure that all incoming reservations for the day match the necessary accommodation and accordingly they are blocked in advance.
* To maintain an atmosphere of tranquility at the Front Office, coordinating with all the areas related to Guest services.
* To ensure proper completion of all records required by local Government authority.
* Plan and implement training plans for all Front Office employees. Conduct regular associate training, and monitor its success. This will involve training in both IT systems and guest-service procedures. Attendance is to be filed accordingly.
* Maintain full knowledge of Property Management.
* To efficiently co-ordinate the Front Desk area.
* To assist subordinates during peak periods.
* To advise-house Guests of any changes in the Hotel such as restaurant timings, location changes, maintenance work, etc.
* Supervise the functioning of all departmental employees, facilities, sales, and costs, to ensure maximum departmental profit is achieved.
* Take personal responsibility for maximizing quality levels of product and service and guest satisfaction.
* Remain accountable for all elements of the departmental operations, in the absence of the Front Office Manager.
* Ensure that all Standard Operating Procedures are being adhered to, by training all staff and monitoring their performance. Continue to capture best current practices in new LSOPs relating to front office operation.
* Drive the implementation of all sales and promotional programs of the hotel. Take personal responsibility for driving up-selling within the property.
* Provide coaching and counseling, support, and guidance to the associates as required.
* Ensure associates are up-to-date with current information and data on the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
* Conduct regular room and floor inspections to ensure quality standards, complete necessary Engineering Job orders or housekeeping cleaning requests and monitor the results.
Administration
* Establish and maintain effective employee relations.
* Maintain and update Guest history.
* Recommends new measures and solutions to concerns of Front Office Operations to the Front Office Manager.
* To ensure that all employees report for duty punctually: meeting all personal grooming standards and wearing correct uniforms and name tags at all times.
* Liaise with the Accounting Department for accounting and auditing related front office procedures, reports, and operational problems and payments.
* To conduct training courses for new employees by taking an active interest in their welfare, safety, training, and development.
* To ensure that all the Associates have a complete understanding and adhere to the LSOPs.

Qualifications

To be successful, you will have:
* Minimum of ‎2 years of Front Office experience.
* Supervisory experience gained in a similar role.
* Excellent written and verbal communication skills.
* Exceptional customer service skills and an unwavering positive attitude.
* A high level of self-motivation and confidence.
* Able to speak Arabic