Duty Manager

About the Role

Sheraton Hotels & Resorts is seeking a Duty Manager to oversee property operations in Medina, Al Madinah, Saudi Arabia. This full-time role involves ensuring high levels of hospitality and service, representing property management in guest and property-related situations, and managing guest relations. The ideal candidate will have 2-5 years of relevant experience.

Key Responsibilities

• Serve as the Manager on Duty, overseeing all property operations.
• Represent property management in resolving guest or property-related situations.
• Manage the flow of guest inquiries and direct guests within the lobby.
• Act as Guest Relations Manager and track service issues.
• Maintain strong working relationships with all departments to support operations and resolve problems.
• Communicate variations to established norms to appropriate departments in a timely manner.
• Distribute the Manager on Duty report to all departments daily.
• Ensure compliance with all policies, standards, and procedures.
• Emphasize guest satisfaction and continuous improvement in departmental meetings.

Operational and Financial Support

• Understand and comply with loss prevention policies and procedures.
• Review staffing levels to meet guest service, operational needs, and financial objectives.
• Analyze financial statements, sales, and activity reports to measure productivity and identify areas for improvement.

Managing the Guest Experience

• Intervene in guest/employee situations to maintain property integrity, achieve guest satisfaction, and preserve employee well-being.
• Empower employees to deliver excellent customer service.
• Provide immediate assistance to guests as requested.
• Set a positive example for guest relations and display outstanding hospitality skills.
• Respond to and resolve guest problems and complaints.
• Ensure employees understand customer service expectations.
• Interact regularly with customers to gather feedback on product quality, service levels, and overall satisfaction.
• Participate in developing and implementing corrective action plans to enhance guest satisfaction.
• Record guest issues in the guest response tracking system.

Human Resources and Safety

• Participate in the investigation of employee and guest accidents as needed.
• Observe employee service behaviors and provide feedback.
• Conduct regular inspection tours of the facility for appearance, safety, staffing, security, and maintenance.
• Recognize team member contributions and celebrate successes.
• Ensure employees are cross-trained to support daily operations effectively.
• Administer property policies fairly and consistently, ensuring disciplinary procedures and documentation adhere to SOPs and LSOPS.
• Understand and implement all emergency plans, including those for accidents, death, elevator issues, thefts, crimes, bombs, and fire.

Qualifications

• 2-5 years of experience in a similar role within the hospitality industry.
• Demonstrated ability to manage property operations and guest relations.
• Strong understanding of hospitality service standards and procedures.