Duty Manager

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar RAFFLES Full time

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Do what you love; care for the world; dare to challenge the status quo #BELIMITLESS

Job Description

Responsibilities:

The Duty Manager is primarily responsible for supervising all the Receptionists while they are on shift, ensuring all tasks are completed on a daily basis and that the shift runs smoothly, being the main point of communication for Reception and all other operating departments, such as Housekeeping and Engineering.

  • Supervise Receptionists/Guest Service Agents, assisting them with issues that may arise and ensuring that all tasks are completed up to Raffles standards
  • Ensure staff have their breaks, according to the number of hours worked
  • Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times
  • Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy
  • Be fully competent in all reception and cashier duties
  • Cover all shifts if required
  • Cover Rooms Coordinator shifts if required
  • Liaise with other Departments in regards to special guest requirements (i.e. Uniform/Guest Services, Florist, Housekeeping, In Room Dining)
  • Be present at the Reception/Front Desk whenever possible
  • Deal promptly and effectively with any complaints
  • Meet and greet VIP guests
  • Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible
  • Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
  • Liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows
  • Liaise with Concierge to ensure swift baggage dispatch and collection
  • Follow up on late cancellations and no shows and charge when appropriate
  • Inform the receptionist/cashiers of new memo's during the handover
  • Check the next day's arrivals correspondence, confirming car-, restaurant- and theatre-bookings. Ensure that all guest needs are dealt with satisfactory
  • Coordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists/Guest Service Agents
  • Deal with room moves, and ensure seamless communication of these with the relevant departments
  • Check potential room revenue for any discrepancies and do necessary corrections
  • Balance the screen (room types) for next day
  • Maintain amicable and co-operative working relations with all other departments
  • To be responsible for identifying any training needs of Reception/Front Office staff and communicating these to the Front Office Training Manager
  • Ensure enough supplies of all stationary items are in storage
  • Assist the Director of Front Office and Assistant Director of Front Office in all aspects of the department and ensure service standards are followed
  • Manage any emergencies on the desk and take necessary actions
  • Follow up all audit points with regards to LQA, JD Powers, etc..
  • Assist guests regarding hotel facilities in an informative and helpful way
  • Follow department policies, procedures and service standards
  • Follow all safety policies
  • Other duties as assigned
  • The Duty Manager may be required to carry out other duties, directed by the Assistant Director of Front Office
Qualifications

Qualifications:

  • Minimum 3-year supervisory experience in luxury hotel
  • Proficient in the English and ***local language*** (verbal & written)
  • Third language is an asset
  • Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
  • Must be flexible in terms of working hours
  • A hospitality diploma is an asset
  • Knowledge of Property Management System (Opera) and Windows, MS Office Suite an asset
  • Prior experience in customer service an asset
  • Proven ability to handle cash effectively and accurately
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