Duty Manager

📣 إعلان

منذ ساعة واحدة تقريباً

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	السعودية

وصف الوظيفة

About the Role

Sheraton is seeking a Duty Manager to oversee all property operations and ensure the highest levels of hospitality and service are consistently provided. This full-time role involves representing property management in resolving guest and property-related situations, managing guest inquiries, and serving as the Guest Relations Manager. The ideal candidate will have 2-5 years of relevant experience.

Key Responsibilities

Maintain strong working relationships with all departments to support property operations and goals.
Communicate any deviations from established norms to the appropriate department in a timely manner.
Distribute the Manager on Duty (MOD) report to all departments daily.
Ensure compliance with all company policies, standards, and procedures.
Emphasize guest satisfaction during departmental meetings and drive continuous improvement initiatives.
Understand and comply with loss prevention policies and procedures.
Review staffing levels to meet guest service, operational needs, and financial objectives.
Review financial statements, sales, and activity reports to measure productivity and identify areas for improvement.

Guest Experience Management

Intervene in guest/employee situations to maintain property integrity, achieve guest satisfaction, and preserve employee well-being.
Empower employees to deliver excellent customer service and ensure they understand service expectations.
Provide immediate assistance to guests as requested and serve as a leader in displaying outstanding hospitality.
Respond to and resolve guest problems and complaints effectively.
Interact regularly with guests throughout the property to gather feedback on product quality, service levels, and overall satisfaction.
Participate in the development and implementation of corrective action plans to enhance guest satisfaction.
Record guest issues in the designated guest response tracking system.

Support for Human Resources and Operations

Participate as needed in the investigation of employee and guest accidents.
Observe employee service behaviors and provide constructive feedback.
Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
Recognize and celebrate the contributions of team members.
Ensure employees are cross-trained to support successful daily operations.
Administer property policies fairly and consistently, ensuring disciplinary procedures and documentation adhere to Standard and Local Operating Procedures (SOPs and LSOPS).
Understand and implement all emergency plans, including those for accidents, fatalities, elevator incidents, thefts, vicious crimes, bombs, and fires.

Qualifications

2-5 years of experience in a similar role within the hospitality industry.
Demonstrated ability to manage property operations and guest relations effectively.
Strong understanding of hospitality service standards and procedures.
Excellent communication and interpersonal skills.
Ability to handle challenging situations and resolve guest issues professionally.