Duty Manager

Roles and responsibilities

• Previous experience in a similar role, managing a diverse team, in a Luxury Hotel environment in the UAE. Previous service experience is beneficial.
• Exceptional skills in Improving Customer Satisfaction, showcasing a commitment to Industry-Leading Standards.
• 'FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
• Comprehensive understanding of Health and Safety Regulations, and Security Procedures.
• Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow ‘FIVERs.’
• A Positive and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
• Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus).
• Strong understanding of Industry Regulations is beneficial.
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.
  

Key Responsibilities

• Passionately commits to delivering ‘FIVE-Styled’ Service, valuing time as the new luxury, and exceeding even the highest Guest Expectations.
• Engages closely with Guests, extending warm greetings and providing Personalised Assistance, with a particular focus on VIP Guests and Long-Stay Patrons, ensuring an Unforgettable Experience.
• Initiates engaging conversations with Guests, offering general assistance and curating a Bespoke Experience.
• Extends a breathtaking welcome to VIP Guests and esteemed Corporate Clients upon their arrival, setting the tone for a truly Extraordinary Journey at FIVE.
• Manages, documents, and swiftly resolves all Guest Complaints, ensuring that every concern is handled with the utmost Care and Attention to Detail.
• Presides over the Hotel Lobby and other Public Areas, especially during busy periods, creating a ‘FIVE-Star’ Atmosphere.
• Seamlessly coordinates the Services and Special Amenities provided to our cherished Long-Stay Guests, creating a Next-Level Experience tailored to their needs.
• Understands all Credit Procedures, ensuring their efficient and precise application.
• Keeps abreast of FIVE Products, Services, Policies, and Emergency Procedures, reflecting a commitment to excellence.
• Manages and conducts Health and Safety Procedures, including fire walks and food safety investigations to maintain our industry-leading standards.
• Monitors and evaluates Guest Satisfaction Reports, implementing visionary actions to elevate the guest experience.

Desired candidate profile

1. Team Management: Supervising staff across various departments, providing guidance and support.
2. Training and Development: Onboarding and training new employees, fostering a positive work environment.

Customer Service Focus

1. Guest Relations: Interacting with guests to ensure satisfaction, addressing concerns, and resolving complaints.
2. Quality Control: Ensuring that service standards are met and maintained throughout the establishment.

Communication Skills

1. Interdepartmental Coordination: Facilitating clear communication between departments to ensure smooth operations.
2. Conflict Resolution: Effectively managing conflicts among staff or with guests in a calm and professional manner.

Operational Oversight

1. Daily Operations: Overseeing the day-to-day activities of the establishment, ensuring everything runs smoothly.
2. Staff Scheduling: Creating staff schedules to ensure adequate coverage during busy times.

Problem Solving

1. Crisis Management: Quickly addressing unexpected issues, such as staffing shortages, equipment failures, or guest complaints.
2. Adaptability: Adjusting plans and operations based on changing circumstances or guest needs.

Financial Management

1. Budget Awareness: Assisting in managing budgets and controlling costs for operational efficiency.
2. Sales Reporting: Monitoring sales performance and reporting on financial metrics to management.

Health and Safety Compliance

1. Regulatory Knowledge: Ensuring compliance with health, safety, and regulatory standards throughout the establishment.
2. Training on Safety Protocols: Educating staff on safety procedures and emergency response plans.

Attention to Detail

1. Operational Standards: Monitoring the cleanliness and organization of the facility to maintain high standards.
2. Service Quality: Observing service delivery to ensure it meets the establishment’s standards.

Physical Stamina

1. On Your Feet: Being able to stand and move around the establishment for long periods.
2. Active Engagement: Staying alert and responsive to the needs of guests and staff.