Duty Manager
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Key skills for this role
About the Role
The Ritz-Carlton is seeking a Duty Manager to oversee property operations and ensure exceptional hospitality at their Riyadh hotel. The role involves managing guest relations, resolving issues, supporting profitability, and leading teams.
Key Skills for This Role
Responsibilities
- Maintains a strong working relationship with all departments to support property operations and goals.
- Communicates any variations to the established norms to the appropriate department in a timely manner.
- Sends copy of MOD report to all departments on a daily basis.
- Strives to improve service performance.
- Ensures compliance with all policies, standards and procedures.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Understands and complies with loss prevention policies and procedures.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement.
- Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained.
- Empowers associates to provide excellent customer service.
- Provides immediate assistance to guests as requested.
Requirements
- High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area
Full Job Posting
Job Summary
- Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
- Represents property management in resolving any guest or property related situation.
- Manages the flow of questions and directs guests within the lobby.
- Serves as Guest Relations Manager and handles the tracking of service issues.
CANDIDATE PROFILE
- High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.
CORE WORK ACTIVITIES
- Maintains a strong working relationship with all departments to support property operations and goals.
- Communicates any variations to the established norms to the appropriate department in a timely manner.
- Sends copy of MOD report to all departments on a daily basis.
- Strives to improve service performance.
- Ensures compliance with all policies, standards and procedures.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Understands and complies with loss prevention policies and procedures.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement.
- Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained.
- Empowers associates to provide excellent customer service.
- Provides immediate assistance to guests as requested.
Additional Responsibilities
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Ensures associates understand customer service expectations and parameters.
- Interacts with customers on a regular basis throughout the property to obtain feedback.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
- Records guest issues in the guest response tracking system.
- Participates as needed in the investigation of associate and guest accidents.
- Observes service behaviors of associates and providing feedback to individuals.
- Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Celebrates successes and publicly recognizes the contributions of team members.
- Ensures associates are cross trained to support successfully daily operations.
About The Ritz Carlton
- At more than 100 award winning properties worldwide, The Ritz Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them.
- Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
- Your role will be to ensure that the 'Gold Standards' of The Ritz Carlton are delivered graciously and thoughtfully every day.
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