Duty Manager

Raffles Makkah Palace promises the exceptional standards inherent in the Raffles name and enhanced by Arab hospitality values. Raffles Makkah Palace offers 219 Suites & duplex Villas with breathtaking views of the Masjid Al Haram, the Holy Ka’aba and the city. The hotel combines the best of local cuisine and international dishes in each of its four outlets creating a unique and welcoming atmosphere in this diving setting. Guests can also indulge and immerse themselves in a relaxing sensory experience in our world renowned spa and fitness center or hold high-powered business gatherings in any of our state-of-the-art meeting rooms.

• Will be knowledgeable of the whole Hotel facilities and services provided.
• Adhere to his/her limit of authority as outlined by management, and will fully  
• Understand the Hotel policies, procedures and regulations per Fairmont standards.
• Deal with any guest request in a polite and efficient manner, delegating work where necessary to other staff (bellmen, In Room Dining, Royal Service, Engineering, Security, etc.), and then following up to ensure that the guest has been satisfied.
• Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of colleague empowerment.
• To ensure guests queries are dealt with in a helpful and professional manner and
•       Inform the FOM or AFOM in case of issues that cannot be easily resolved.
• Responsible for ensuring consistency in exceeding guest service expectations (FHR Programs as a measurement tool).
• Adheres to and promotes the Company’s Health & safety policies to ensure a safe work environment, will be knowledgeable about all safety & emergency procedures and emergency action plan.
•  Responsible for the entire hotel during the night shift in terms of monitoring the operation, ensuring the safety & security of the hotel, colleagues and guests.
• Log all guest comments in the Duty Managers logbook and prepare a summary of all comments from the previous 24 hours which can be used at the morning meeting.
• Participate in the monthly communication meetings
• Providing daily feedback about the operation to the GM and the Hotel Manager as
• They require through multiple ways like incidents report, Night Manager Report, Complaint’s report with supporting documentation and final accurate conclusions.
• Complete preparation work and administration work which the Assistant Front Office Manager has passed on.
• Supervise the work of the front office supervisors. Review the achieved tasks of their daily check list.
• Ensures that all Front Office Standards of Service & Operational Procedures are adhered.
• Reviewing VIP reports for 7 days ahead and coordinating all necessary arrangements with concerned departments.
• Ensuring that the daily VIPs are welcomed and escorted to their rooms with the assistance of the guest relations team.
• Monitor and deal with all pre-Registered bookings and all No-Show guests.
• Handling the inventory during sold out days.
• Complete all the necessary preparations for the beginning of the early shift on reception.
• Move around the hotel to interact with as many guests and staff as possible
• Provides Guidance and motivation to the night team. Establishes and communicates on a daily basis with the Front Office colleagues and working instantly on creating a job Satisfaction to everyone.
• Monitoring colleagues’ performance and dealing with employees’ grievances and problems. Coaching them and taking the corrective actions when necessary.
• Direct staff in maintaining clean, tidy and an organized work area at the front and back areas of the Front Office.
• Oversee all contracted staff working overnight in the hotel, recording any issues that may arise for handover to relevant department head in the morning.
• Oversee the employee dining room and ensure all staff receive appropriate meal break during their shift.
• Monitor and inspect Overnight cleaning team, ensuring highest level of cleanliness and work efficiencies at all times.
• Run the audit reports on the PMS that will be required by Income Audit the next day, Responsible for the nightly end of day reporting is complete; ensuring accuracy in balancing accounts.
• Perform all necessary reconciliations and audit functions for the reception in order to complete the day’s business.
• Ensure that all financial reporting is maintained and accurate inclusive of reviewing financial reports to ensure accuracy (Rooms Audit)
• Ensure that all of the Food & Beverage outlets have handed over the relevant paper work to allow the days business to be completed.
• Complete all necessary computer system back-ups.
• Other duties as assigned

Personal Attributes

• Strong written and verbal communication skill in English and Arabic
• Able to develop rapport with and gain support from Colleagues and Management staff
• Ability to work cohesively with co-workers as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with all guests and patrons
• Able to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment

Your skills and experience include:

• Minimum 4 years’ experience in Front Office Operations in a luxury property preferred
• Strong interpersonal and problem-solving abilities necessary
• Must be a highly organized person with strong planning skills
• Goal and results oriented
• Analytical skills, strength as a developer and a leader of others are essential
• International experience an asset
• Energetic, enthusiastic, self-motivated and a charismatic team player
• Excellent command of spoken & written English-Arabic
• Knowledge in Opera system
• Ability to work on shift basis

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/ Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS