Mandarin Oriental Hotel Group
About the job
The Duty Manager will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences.
To assist the General Manager to manage the hotel, reporting directly to the Front Office Manager / Assistant Front Office Manager
To represent the hotel as a role model professionally, socially and ethically.
To assist the Front Office Manager to manage the department, in his absence to manage the Reception department with all required responsibilities
As a manager of Rooms Division, communicates regularly with the Front Office Manager and the Director of Rooms as a team.
Assumes overall responsibility and enforcement in areas of service quality, service delivery, colleague discipline, cost control, guest/colleague satisfaction, safety/ security and maintenance issues of the general operation.
To assist the Front Office Manager, Head Concierge and Guest Experience Manager to supervise all activities in the smooth running of all front of house departments according to our LQE, internal standards and procedures.
To have full and thorough knowledge of crisis management; to respond to all crisis situations efficiently. Thus carrying a pager, master keys, walkie-talkie and other mobile communication units.
To make decisions and take appropriate action in regards to problems, conflicts and emergencies in the hotel.
To record all happenings in the hotel in the form of the Duty Managers Log Book on a daily basis. Share the necessary information promptly with Reception Manager. To liaise with department heads to resolve any cases related to guests and colleagues.
To be present on site to witness a complaint or an incident; to judge, resolve, compensate for and close the incidents.
To inspect and ensure high quality of all VIP arrival rooms daily; to ensure readiness to welcome VIP guests. To liaise with departments concerned to perfect the rooms before arrivals.
To monitor arrivals and departures wall related departments in order to handle guest requests and complaints with specific, personalized attention to our guests
To provide training to all members of the team ensuring their consistent development and delivery of standards to our guests
To welcome and greet our guests and visitors as well as bidding farewell in order to promote a climate of warmth and care
To encourage team members on collecting preferences from all guests
To monitor data completeness and data security according to MOHG standards
To monitor cashier closures and float balances, highlighting any discrepancies to the Reception Manager.
To assist in carrying out LQE training, product knowledge, PSMS and Health and safety training with new colleagues joining the department.
To monitor, investigate and update all guest comments (LRA, emails, letters etc.) that have been given on a daily basis, highlight shortcomings to the Reception Manager and Director of Rooms and take appropriate action to avoid these issues from happening again
To attend and hold hand over briefings to ensure consistent update of information for all team members.
To attend the groups, OPS and any other meetings deemed appropriate by your Head of Department.
To ensure that guest room allocations are done according to guest preferences and in line with the selling strategy of the hotel
Assists the Sales Department with conducting tours of the hotel to consistently promote Mandarin Oriental Jumeira, Dubai
To perform bi-annual performance review including monthly feedback sessions with team members allocated by the Front Office Manager
To perform all tasks outlined in the DM task list
To monitor and follow up on open balances
To encourage, motivate and assist in generating up-sell revenues according to the monthly set targets in line with the overall selling strategy
To assist the Front Office Manager in motivating, retaining and recruiting team members
To plan the rota and assist the Front Office Manager with holiday requests and scheduling training
To attend any training deemed appropriate by your Head of Department.
To perform any other projects and duties assigned by the Front Office Manager.
In absence of the Front Office Manager, to ensure that all duties are handed over and followed up accordingly by other team members