Duty Manager

An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.

PURPOSE OF POSITION

To assist in the forward planning of the department which includes Reception, Front Office Administration and Data Administration.

KEY ROLES & RESPONSIBILITIES

· Manage and supervise all tasks of his/her staff to ensure guests receive prompt, cordial attention and personal recognition

· Assist the Front Office Manager in all aspects of his/her duties

· Ensure repeat guests and other VIPs receive special attention and recognition

· Control room availability, room types, accuracy of room count and rate categories

· Maximize occupancy, revenue & average rate while maintaining high service standards

· Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to

· Liaise closely with the Executive Housekeeper to ensure special guest needs, amenities and other room-related requests are met

· Be aware of credit policies and procedures and liaise closely with the Finance Department to ensure that credit procedures are properly carried out

· Know system recovery procedures

· Interpret computer reports and compile relevant statistics for front office

· Approve upgrades and special amenities in absence of manager

· Maintain inter-departmental relationships to ensure seamless customer service

· Inspect frequently for cleanliness and orderliness of the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival

· Prepare efficient work and vacation schedule for Front Office Staff, taking into consideration project occupancy and forecasts and any large group movements

· Maintain appropriate staff standards of conduct, dress, hygiene, uniforms, appearance

· Work with the HR Manager to ensure productive departmental performance

· Work with Finance in the preparation and management of the department’s budget

· Adhere to OH&S policies and procedures and ensure all direct reports do the same

PERSONAL ATTRIBUTES

· Good organisational skills

· Good level of engagement with residents

· Ability to manage a multi-cultural workforce

· Excellent leadership & communication skills

· Display high levels of integrity, dedication and support for continuous improvement

· Flexible management style to meet the challenges of a changing work environment

· Good knowledge of the entire Front Office Operations

· Must be a self-starter, coach & mentor who can motivate the Team to perform their best

· Knowledge of Opera Property Management System preferred

QUALIFICATIONS

· Degree from School for Tourism & Hotel Management

EXPERIENCE

· Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level

Raffles Dubai, Sheikh Rashid Road, Wafi