Duty Manager

About the Role

Sheraton Hotels & Resorts is seeking a Duty Manager for its operations in Medina, Al Madinah, Saudi Arabia. This full-time role involves overseeing all property operations as the Manager on Duty, ensuring high levels of hospitality and service are consistently provided to guests. The Duty Manager acts as a representative of property management in resolving guest or property-related situations and manages guest flow and inquiries within the lobby.

Key Responsibilities

• Serve as the property Manager on Duty, overseeing all operational aspects and ensuring service standards are met.
• Represent property management in addressing and resolving guest or property-related issues.
• Manage guest inquiries and direct guests effectively within the lobby area.
• Maintain strong working relationships with all departments to support operations and facilitate problem resolution.
• Communicate operational variations to relevant departments in a timely manner and distribute daily MOD reports.
• Ensure compliance with all established policies, standards, and procedures.
• Emphasize guest satisfaction in departmental meetings and drive continuous service improvement.

Operational and Financial Oversight

• Understand and comply with loss prevention policies and procedures.
• Review staffing levels to ensure alignment with guest service, operational needs, and financial objectives.
• Analyze financial statements, sales, and activity reports to assess productivity, goal achievement, and identify areas for cost reduction and program improvement.

Guest Experience Management

• Intervene in guest/employee situations to maintain property integrity, achieve guest satisfaction, and ensure employee well-being.
• Empower employees to deliver excellent customer service and set a positive example in guest relations.
• Provide immediate assistance to guests and effectively respond to and resolve guest problems and complaints.
• Ensure employees understand customer service expectations and parameters.
• Interact regularly with guests throughout the property to gather feedback on product quality, service levels, and overall satisfaction.
• Participate in developing and implementing corrective action plans to enhance guest satisfaction and record guest issues in the tracking system.

Human Resources Support and Facility Management

• Participate in the investigation of employee and guest accidents as needed.
• Observe employee service behaviors and provide constructive feedback.
• Conduct regular inspection tours of the entire facility to assess 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 Standard and Local Operating Procedures (SOPs and LSOPS).
• Understand and implement all emergency plans, including those for accidents, death, elevator issues, thefts, vicious crimes, bombs, and fire.

Qualifications and Experience

Candidates for this Duty Manager position should possess 5-10 years of relevant experience in hotel operations or a similar hospitality management role. The role requires a professional who can effectively manage property operations, ensure guest satisfaction, and uphold service standards in a dynamic environment.