Assistant Royal Services Manager

2 weeks ago


Doha, Qatar RAFFLES Full time

Responsibilities:
The Royal Service Assistant Manager will be responsible for the daily operations and administration of the Royal Service department, including providing support, coaching, training and directing a team of Royal Service Supervisors and Royal Service Agents. Furthermore, The Royal Service Assistant Manager will ensure update and maintenance of the hotel’s telephone system as well as reviewing and maximization of the current and future revenue opportunities related to telecommunications at the Hotel. On occasion, may be required to assist the Front Office Management Team.
- Manage the day-to-day Royal Service operations including performance management and development of the Royal Service Team
- Develop and implement a long-term Royal Service operating plan for all relevant departments of the hotel
- Maintain an efficient hotel telephone system in co-operation with the IT Manager
- Manage the departmental payroll procedures
- Conduct annual performance reviews in accordance with hotel standards and ensure that colleague’s concerns are acted upon
- Establish and maintain an effective communication process with all departments, in particular with Reception/Front Office, Housekeeping and Engineering
- Develop, implement and monitor goals and reach objectives for the Royal Service department
- Be a liaison between the hotels 3rd party communication providers
- Maintain and develop the “Royal Service” software system to reach the most effective use of this tool
- Ensure service standards are met
- Communicate and analyze JD Power results and take appropriate action to constantly improve guest satisfaction
- Ensure all guest complaints receive prompt action and follow-up
- Ensure that all opportunities to reduce telecommunication costs are implemented
- Check and approve monthly telephone statements
- Have a complete knowledge of the hotel’s emergency procedures and be the departmental liaison to the Health and Safety Committee
- Provide 24-hour support as a member of the primary emergency response team
- Actively participate and support Fairmont’s Service Plus Program
- Ensure environmental practices are followed, as appropriate in Royal Service
- Perform other duties and projects assigned by the Front Office Manager

Qualifications:

- Fluency in English and **local language** essential (Both verbal & written)
- Excellent knowledge of Front Office Procedures
- General knowledge of key departments such as Housekeeping and Maintenance an asset
- Knowledge of Property Management System (Opera) and Microsoft XP
- Minimum of two years as a manager within the Front Office
- Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignments and additional duties
- Must be able to work well under pressure in a fast-paced and constantly changing environment
- Must possess excellent interpersonal and motivational skills
- Excellent written and verbal communications skills
- Must be a strong team player with proven leadership, development and delegating skills
- Diploma in Hotel Management an asset
- Professional manner, outgoing personality, and ability to work on own initiative
- Knowledge of a third language an asset



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