Duty Manager

Roles and responsibilities

We like to lead from the front. So, we’re looking for a Duty Manager who sets their own high standards across everything from cleanliness to productivity. You’ll champion our ‘one team’ approach to make sure you and your team deal effectively and efficiently with all guest complaints, queries and suggestions

A little taste of your day-to-day

Every day is different at voco Dubai, but you’ll mostly be:

• Leading the way – managing guest experiences, team performance and hotel operations
• Prioritising workload and ensuring your team deliver authentic, memorable experiences
• Developing your team’s skills to drive results that positively impact on hotel performance
• Having authentic conversations with guests to resolve issues, queries or concerns
• Being first point of contact for any critical emergency situations
  

What We Need From You

• Minimum Diploma or equivalent, some college preferred
• 2 years’ front desk/guest service leader experience
• Must be fluent in spoken and written English
• Other languages may be preferred
• Basic mathematics skills
• Excellent communication, problem solving, reasoning and motivational skills
• Long periods of standing in the front desk areas and occasional lifting of heavy items
• Working knowledge of hotel property management systems like Opera beneficial
• Willingness to work evenings and weekends
• Leadership Skills: The ability to lead, motivate, and manage a team of staff effectively, ensuring smooth operations and high-quality service.
• Problem-Solving Ability: Quick decision-making and the ability to find solutions to unexpected situations or challenges, such as guest complaints or operational issues.
• Excellent Communication Skills: Strong verbal and written communication skills to interact with guests, staff, and senior management effectively.
• Customer-Oriented: A strong commitment to delivering exceptional customer service and ensuring that guests have a memorable experience.
• Multitasking: The ability to handle multiple responsibilities simultaneously, including overseeing operations, managing staff, and addressing guest needs.
• Calm Under Pressure: The ability to remain calm and composed in high-pressure situations, particularly during emergencies or when handling dissatisfied guests.
• Attention to Detail: A keen eye for detail to ensure that every aspect of the guest experience is handled properly, from cleanliness to service quality.

Desired candidate profile

1. Guest Relations and Customer Service

• Guest Interaction: Ensuring a positive guest experience by handling guest inquiries, complaints, or special requests in a professional and courteous manner.
• Conflict Resolution: Resolving issues or complaints promptly, such as problems with room assignments, services, or facilities, and ensuring guest satisfaction.
• VIP and Special Guest Handling: Taking care of VIP guests or high-profile visitors, ensuring they receive personalized attention and exceptional service.
• Guest Feedback: Actively seeking guest feedback through surveys or direct communication and using it to improve service quality.

2. Staff Management and Coordination

• Supervising Staff: Managing hotel or resort staff during the shift, ensuring that they adhere to company policies, provide quality service, and meet performance expectations.
• Shift Scheduling: Organizing staff schedules to ensure appropriate coverage during peak hours, taking into account guest demands and operational needs.
• Staff Training and Support: Providing on-the-job training, guidance, and support to team members, helping them improve their skills and maintain a high standard of service.
• Motivating Employees: Ensuring the team is motivated and focused on delivering excellent customer service by fostering a positive work environment.

3. Operational Oversight

• Managing Hotel Operations: Overseeing hotel operations such as front desk services, housekeeping, maintenance, and food and beverage services, ensuring that each department is functioning efficiently.
• Monitoring Hotel Facilities: Ensuring that all hotel facilities (e.g., swimming pool, gym, lobby, and rooms) are well-maintained, safe, and fully operational.
• Emergency Response: Handling emergency situations, including medical incidents, security issues, or unexpected operational disruptions, and ensuring the safety of guests and staff.

4. Health, Safety, and Compliance

• Ensuring Compliance: Ensuring that the hotel adheres to legal and regulatory requirements, including health and safety standards, local laws, and operational guidelines.
• Security Management: Overseeing security protocols, ensuring the safety of guests, staff, and the premises, including emergency evacuations or handling incidents such as lost keys or guest security issues.
• Health & Safety: Monitoring cleanliness, hygiene, and safety standards throughout the property, including compliance with fire safety regulations and health guidelines.

5. Administrative Duties

• Reporting: Maintaining shift reports that document any incidents, guest feedback, or operational issues that occurred during the shift, and passing them on to the next duty manager or senior management.
• Handling Payments: Assisting with guest check-ins and check-outs, ensuring that all payments are processed accurately and that billing queries are resolved.
• Cash Handling: Managing petty cash and ensuring cash flow operations are accurate and secure.
• Inventory Checks: Overseeing the inventory of hotel supplies, including cleaning materials, guest amenities, and office supplies, ensuring that the property is well-stocked.

6. Collaboration with Other Departments

• Cross-department Coordination: Working closely with other departments, such as housekeeping, food and beverage, and maintenance, to ensure that the guest experience is seamless and all guest needs are met.
• Problem-solving Across Departments: Addressing any cross-departmental challenges or miscommunications that could impact guest satisfaction or operational efficiency.

7. Performance Monitoring

• Quality Control: Ensuring that service standards are consistently met across all areas of the hotel, including guest services, housekeeping, and food and beverage.
• Guest Satisfaction Monitoring: Reviewing guest feedback and service performance data, making adjustments as needed to improve quality.
• Staff Performance: Assessing the performance of team members during the shift, offering constructive feedback, and recommending improvements where necessary.