Duty Manager

Scope:
* Provides a professional and guest focused service to our guests, ensuring satisfaction through maximum recognition and attention from arrival through departure, making sure their stay is a memorable experience. He/she is the first problem solver of all sorts of problems that might occur to guests. Serves as a role model for his colleagues and adheres to the Operational Standards as well as the hotel's policies and procedures.
Summary of Responsibilities:
* Reports directly to and communicates with the Front Office Manager or delegates on all pertinent matters affecting guest service and hotel operations.
* Supervises and directs Reception and Reservation Personnel.
* Monitors appropriate standards of conduct, uniform, hygiene and appearance of staff.
* Monitors billing instructions and check credit limit.
* Ensures front line staff complies with FIT marketing techniques and maximize sales.
* Provides functional assistance and direction to all departments.
* Monitors and controls expenses incurred in the department.
* Must have extensive knowledge of the hotel, its services and facilities.
* Makes sure to apply the departmental standards and procedures.
* Has full knowledge of any special promotion, all internal memos and activities.
* Has full knowledge about the Cherish program.
* Makes sure to be always present in the lobby and specially whenever there is a function in order to welcome, assist and direct guests.
* Attends and solve guest complaints.
* Performs the on job training and role play when needed.
* Set a high example in regards to punctuality, appearance, attitude, leadership, guest relations, observance of Hotel Policies and Procedures, loyalty to management and interdepartmental cooperation.
* In all incidents, provide management with reports and recommend actions to avoid repetition of any incident, accident theft, complaints etc.
* Ensure maximum safety for Guests, patron and Colleagues during emergencies.
* The protection of hotels interests must be the major concern.
* Fully trained in emergency procedures and to assist in carrying out any practice drills.
* Leader of the Emergency Response Team (E.R.T) during emergency procedures as per the Fire and Evacuation Plan.
* Monitor the car park and driveway.
* Make regular rounds of the Hotel to ensure smooth operations in all areas.
* Photograph all room damages.
* Authorize after hour distribution of keys, Including dry stores and beverage stock.
* Supervise Front Office Colleagues, assist in check in and checkouts.
* Perform any other related duties assigned to him / her by the Front Office Manager.
* An unbiased report must be sent to all concerned at the completion of the shift.
* Responsible for the smooth operation of the hotel, he / she must make decisions on all matters involving Guest contact with hotel Colleagues. In absence of the senior Front Office management, he / she has full authority to make decisions concerning Front Office.
* Qualifications:
* Knowledge of Opera, Word, Excel, Delphi and Windows ‎2000.
* Minimum of one year previous experience as a Duty Manager is preferred.
* Arabic speaker is an advantage.
* Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties.
* Must be able to work well under pressure in a fast paced and constantly changing environment.
* Excellent written and verbal interpersonal and communication skills.
* Must be strong team player with proven leadership, development and delegating skills.
* Highest Guest service skills, talent and knowledge with the vision and ability to lead Colleagues to excellence.
* Diploma in Hotel management an asset.
* Previous International experience essential. .
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