Duty Manager / Guest Experience Manager - Front Office - Jumeirah Messilah Beach Hotel and Spa

Duty Manager / Guest Experience Manager - Front Office - Jumeirah Messilah
Beach Hotel and Spa - (210000OG)

Jumeirah Group, a member of Dubai Holding, has been making a distinguished
impact on the global hospitality market for more than two decades with its
Stay Different™ brand promise.
Its award winning destinations, such as the iconic Burj Al Arab Jumeirah,
position service beyond expectations, elevated dining destinations and
surprising architecture and design at the heart of every guest experience.
Today, Jumeirah operates a world-class portfolio of ‎23 properties across the
Middle East, Europe and Asia and employs over ‎8,000 colleagues, representing
over ‎106 nationalities.
As Jumeirah continues to expand its global portfolio and scales up its
operations to the next level of growth, it remains fully committed to
developing and empowering our colleagues to excel in world class environments.
Jumeirah is committed to embedding equality, diversity, and inclusion in all
its practices, embracing a culture that celebrates diversity.
Jumeirah Messilah Beach Hotel and Spa offers easy access to Kuwait's Central
Business District, airport and major attractions. The beachfront resort
features ‎316 rooms and suites, ‎80 residential suites and ‎12 villas, seven
restaurants, cafes and lounges, a Talise Spa, ‎200-metre private beach, two
swimming pools and a children's play area. Extensive conference and banqueting
facilities are available, including the Badriah ballroom.

Your main duties will include:
* To ensure a smooth and efficient running of the hotel operation with particular focus on the front office department.
* To handle and resolve guest complaints.
* To assist the Assistant Front Office Manager in supervising the Front Office Department operation and communication.
* To assist in maintaining and / or develop agreed standards consistently within the Front Office department.
* To assist in maintaining and / or develop agreed operating procedures involved in the Front Office and to ensure that front office colleagues adhere to the correct procedures as laid down in the operating manuals.
* To set a high example in regard to punctuality, appearance, performance, attitude, leadership, guest relations, observance of the house rules and interdepartmental co-operation.
* Ensures that all activities adhere to and support the Hotel Quality System.
* To maintain and achieve a high C.S.I (Customer Satisfaction Index) score for the department.
* Conduct colleagues appraisals annually and quarterly.
* Requires to set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, team work, guest and colleagues relations, observance of company's rules and regulations, loyalty to management and inter-departmental cooperation.
* To supervise the day-to-day operation of the Guest Service Desk to ensure high standards of service and guest care at all times.
* To use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Hotel and / or its reputation.
* To be constantly proactive in anticipating guest needs & requirements and to demonstrate a high & consistent level of service at all times.
* To carry out duties of Guest Service Executives, Team Leaders and Assistant Managers and Duty Manager as required.
* To motivate, lead and ensure the continuous improvement of the team to achieve the company's vision and goals.
* To carry out and supervise regular departmental training and cross training of team members from other hotel departments.
* To meet and carry out training plan within the department as required by the group.
* To maintain the colleagues roster, vacation plan and monthly attendance summary sheet for payroll.
* Respond to guest letters, queries, complaints in a professional manner.
* To ensure Lobby Ambassadors presence at all times and to ensure that all guests are being assisted by colleagues.
* To oversee and organize guest welcome drinks and communicate approximate number of arrivals to the relevant department.
* To check arrivals lists for the following day and ensure that all departments are informed via daily 'VIP' lists.
* Update and maintain guest profiles and accurate guest history records, including the recording of guest information received from other hotels or departments and the guest's preferences.
* To ensure that all relevant departments are advised of guest history requests/preferences prior to arrival.
* To liaise with the Reservations Department after receiving completed Guest Preference forms, and action them accordingly.
* To complete and file arrival checklist for all VIP arrivals and other arrivals if operation permits.
* To ensure that daily 'Courtesy Calls' by telephone are undertaken by Guest Service Team
* To check all VIP arrival suites (and other arrival suites) for the day and report any issues to be raised to the relevant departments.
* To ensure that orders are placed to ensure timely delivery of VIP amenities for arriving and in-house guests
* To spot-check the delivery of amenities of in-house long-staying guests.
* To ensure that welcome folders and welcome cards are prepared for all arrivals
* To assist with guests escort and ensure that every guest is escorted upon arrival to the hotel.
* To oversee the organisation of the long stay guest cocktail gathering and communicate approximate numbers of attendees to the relevant departments.
* To be visible and available to our in-house guests, making regular contact and obtaining feedback on the hotels facilities and services.
* Covering as Night Manager as and when required.
* Perform any other duties that management may reasonably require.

About You:
The ideal candidate for this position will have the following experience and
qualifications:
* Bachelors Degree in the Hospitality field.
* Minimum of ‎5 years work experience in a luxury hotel.
* Minimum of ‎2 years experience as a Duty Manager, specifically Guest Relations, in an international hotel chain.
* Experience working in the Middle East.
* Outstanding concern for quality, hospitality and guest satisfaction.
* Strong knowledge of property management systems
* Exceptional people management skills, maintaining a positive approach, able to handle conflict and confrontation
* Strong leadership and organization skills with a "hands on approach"
* Excellent organization and time management skills
* Proficiency in spoken and written business English
* Fluency in Arabic is highly desirable
About the Benefits:
This position offers a highly competitive salary and package which includes:
Housing, yearly flight ticket allowance equivalent to return ticket to home
country, incentive plans, life and accident insurance, laundry, meals and
transportation.

Primary Location: Kuwait-Kuwait
Job: Front Office
Organization: MEASA Region [Main]
Job Posting: May ‎29, ‎2022, ‎12:21:‎19 AM