Duty Manager
Mandarin Oriental
- Abu Dhabi
- Permanent
- Full-time
- Support our company's philosophy and company culture through the use of the 11 Pillars and Departmental Legendary Quality Experiences, on a daily basis, to ensure Guest Satisfaction and the achievement of our Mission Statement.
- Ensure proper, efficient and profitable functioning of the Front Office, which includes Reception, Cashiers and Concierge.
- Ensure a warm and genuine arrival and departure experience.
- Ensure that all Guest Service Executives/Agents are groomed according to hotel standards.
- Ensures that all guests receive prompt, cordial attention and personal recognition and resolves related problems.
- Attends to and investigate complaints, address the department concerned and respond to guest.
- Raise accurate and detailed log entries for all incidents and occurrences in the hotel.
- Handle guest complaints and comments relating to the department tactfully.
- Inform and co-ordinate with other operating departments e.g. Housekeeping, Engineering, Sales and Butlers of Front Office matters which may concern them.
- Ensures that last minute changes to the departments roster are coordinated and appropriate to ensure a smooth operation.
- Liaise with the Front Office Manager, Guest Relations Manager and Chief Concierge to co-ordinate on staffing levels according to daily movements
- Ensure that Legendary Quality Standards, policies and procedures of MOAUH are properly understood and followed through.
- Drives the team on a daily basis towards the hotels Key Performance Indicators, including upselling and Fans of MO signups.
- Identify quality improvement trends and effectively communicate issue to the Assistant Director of Rooms.
- Initiates new procedures to increase efficiency, productivity and maximum guest satisfaction.
- Identify training needs and implements effective training program.
- Train colleagues on new work processes, understanding of policies and procedures.
- Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department.
- Control room availability for walk-ins and establish accountability for guest's departure dates and times.
- Follow up with Housekeeping for any unresolved room discrepancies.
- Maintain reservation procedures and same day arrivals.
- Check all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.
- Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues.
- Maintains appropriate standards of conduct, dress, uniforms, hygiene, appearance and posture for all departmental employees.
- Ensures that all departmental information is kept accurately and up to date.
- Promotes in house sales and facilities to maximize hotel revenues.
- Understand and carries out duties in line with Hotel Emergency Procedures.
- Inspects Front and Back of house for cleanliness, Health & Safety and reports any faults to concerned departments.
- Inspect guestrooms on a daily basis.
- Co-ordinate/Assist security personnel in all related matters.
- Respond promptly to any operational requests from Front Office and other hotel departments.
- Co-ordinate and assist with accommodation and transportation of guests in overbooked situations.
- Completes VIP, delegations and group leaders welcome and farewell as appropriate.
- Conduct efficient hand-over during shift changes.
- Keep abreast of training trends, developments and best practices within MOHG.
- To be able to communicate in English both verbal and written, any other language would be an advantage.
- Identifies quality improvement trends and effectively communicates issues to the Director of Rooms.
- Perform any other reasonable duties as required by the Assistant Director of Rooms and Senior Management.
- University degree will be an advantage.
- 3-4 years of experience in hospitality luxury segment.
- Good personality and positive attitude, energetic, friendly, flexible, motivated, and able to work independently.