Duty Manager - Waldorf Astoria Ras Al Khaimah

The Duty Manager with Waldorf Astoria Hotels and Resorts is responsible for providing guidance, leadership and ensuring consistent quality of customer service is provided to all guests in accordance with Waldorf Astoria standards. They will also help to ensure the registration and checkout process is continually running smoothly, and that our guests questions are answered according to their expectations. Assist in nurturing a culture where team members are inspired to create memorable experiences.

What will I be doing

ESSENTIAL FUNCTIONS

• Assign and instruct Guest Service Agents and other Front Office Team Members in details of work.
• Observe performance and encourage improvement.
• Manage front desk operations by completing a checklist of important daily tasks.
• Assist Guest Service agents, Operators, Reservations Agents, Bell Attendants and other departments with any questions or requests.
• Resolve customer complaints by conducting thorough research of the situation and the most effective resolution.
• Prepare and conduct daily pre-shift meetings, communicate effectively with all Team Members and provide them with any information necessary to provide guest service in accordance with Waldorf Astoria standards.
• Answer queries from guests, referring them to contact points at which they can obtain further information.
• Supervise Front Office daily operation.
• Identify discrepancies, provide constructive feedback, train and coach Team Members.
• Report recurring errors to Front Office Manager for further action.
• Ensure a speedy resolution to any problems that may arise on shift.
• Liaise with Housekeeping regarding accommodation requirements.
• Pre-Register all VIP's and Hilton Honors reservations so that the rooms may be inspected, and at the same time ensure amenities are delivered to the correct rooms.
• Carry out the day to day administration of the Front Office, including answering telephones, emails, compiling daily reports.
• Make recommendations for training related issues when inconsistencies develop at the Front Desk.
• Prepare weekly/monthly reports, such as House Account Report, NOR1, inventories etc
• Serve as FPG Champion and ensure each Team Member is equipped with all the necessary tools for successful upselling.
• Participate in preparation and conducting of Team Member probation/annual reviews.
• Cover night shifts to relieve Night Manager for his days off/annual leave.

SUPPORTIVE FUNCTION

In addition to performance of essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Perform other duties as assigned by the Front Office Manager or the Assistant Front Office Manager.
• Complete daily checklists of duties, to assure that appropriate reports are filed.
• Liaise with other departments regarding matters arising e.g. Security, Housekeeping, Engineering, Accounting, Food & Beverage etc.
• Report to the Front Office Manager any maintenance that needs attention at the lobby.
• Follow through these maintenance issues when required.
• Assist with the duties of other departments if limited team member and upon management request.

What are we looking for

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to effectively deal with team members and guests who will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.

• Excellent interpersonal skills to provide overall guest satisfaction.

• Competence in using relevant technology and software.

• Ability to multitask and prioritize tasks efficiently.

• Ability to read, write, speak and understand the English language to communicate effectively with guests and team members to ascertain and document appropriate information.

• Ability to effectively deal with internal customers and external guests, which requires tact patience and diplomacy

• Ability to lead, delegate, follow up and supervise staff

• Knowledge of handling hotel emergencies

• Complete knowledge of hotel operations

• Ability to assume an expert/champions role in an assigned field (e.g. Hilton Honors, Upselling, OnQ etc)