Duty Manager
Damac Hotels & Resorts
Total years of experience :14 years, 6 Months
- Welcome and bid farewell to the Guests in a polite, warm and friendly manner, using guest names.
- Respond to guests’ needs and ensure guest receive prompt attention and personal recognition throughout the hotel.
- Ensure that my team are developed to provide a hospitable service to the standard laid down by the Standards Training Manual.
- Assist Guest Relations in greeting, receiving and rooming VIP’s.
- Analyse and approve discounts and rebates - passing on to Front office Manager.
- Ensure that my team are aware of hotel availability and that every opportunity to maximise room sales is taken.
- Take ownership and monitor costs for the Front Office budget and payroll.
- Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised.
- Actively involved in executing revenue strategies and sales initiatives, by being an integral member of the hotel revenue team.
- Ensure each new member of the team receives a departmental induction within their first week and attends a company orientation within their first four weeks with the company.
- Undertake special duties or work outside the normal daily/weekly routine but within the overall scope of the position at the request of my Line Manager/Operations Manager/Hotel Manager.
- Responsible for the sales, the organization and the quality of the services delivered to the customer for the Front Office department.
- Control the availability of rooms, rooms types, accuracy of room count and rate categories.
- Compiling statistics for front office and provide reports relating to that area
- Maintaining inter-departmental relationships to ensure seamless guest services
- Promoting Inter-hotel sales and in house facilities
- Implementing strategies for increasing service quality.
- Monitoring departmental budget
- Covering daily Duty Manager Tasks: handle different guest challenges and situations and be part of the first response emergency team.
- Perform any other duties that may be assigned from time to time by the Managers in both properties
Reporting to the EAM, and I am jointly responsible for all Front Office areas and overall properties over night.
- maximize customer satisfaction by providing an efficient multi-lingual guest contact function that addressed the day to day needs for the hotel’s guest. Control and coordinate all Front Office activities, ensuring the efficient and courteous check-in and rooming of the guests according to policy and procedures and that all appropriate records are updated and maintained.
-Supervise check-in and check-out of guest, ensuring that all required procedures and service standards are complied with.
-ensure that accurate records are maintained and all other departments are informed of arrivals, check-outs and special arrangements such as VIP privileges
-Conduct daily briefing meeting with Front Office staff ensuring that all staff are aware of special events, VIPs, etc.
-continually monitor performance and behavior of subordinates staff towards guests and take corrective or disciplinary action as required and implement training or coaching session when necessary.
-ensure all Front Office duties are carried out in line with the hotel service standards and policy, with high standards of personal appearance, personal, hygiene, correct uniform and name badge as outlined in hotel rules.
- Ensure an efficient and courteous mail, message, etc service for guests, ensuring that all
messages are delivered promptly
- assists the Front Desk Manager/Front Office Manager by overseeing the responsibilities of the Front Desk staff. Ensuring that the guests are being serviced in a professional and competent manner.
- Gives directions to hotel facilities, rooms and local area attractions.
- Provides for a safe work environment by following all safety and security procedures and rules.
- Ensures proper staffing levels of Front Desk agents by assisting Front Desk Manager/Front Office Manager in preparing weekly schedule and maintaining proper documentation
- handling special requests, group blocking and unusual circumstances.
- Issues safety deposit boxes to guests when requested.
- Checks AM and PM discrepancy reports.
- Trains all new Front Desk agents.
Al-Azhar University Faculty of languages and translation 2006 ( German Department )