Duty Manager

About the Role

Sheraton Hotels & Resorts is seeking a Duty Manager for a full-time position in Medina, Madinah. This role serves as the property Manager on Duty, overseeing all property operations to ensure the highest levels of hospitality and service are consistently provided to guests.

Key Responsibilities

• Serve as the primary representative for property management in resolving guest or property-related situations.
• Manage guest flow and direct inquiries within the lobby area.
• Act as Guest Relations Manager, tracking and addressing service issues.
• Maintain strong working relationships with all departments to support operations and facilitate problem resolution.
• Communicate operational variations to relevant departments promptly and distribute daily MOD reports.
• Ensure compliance with all established policies, standards, and procedures.
• Review staffing levels to meet guest service, operational, and financial objectives.
• Review financial statements and performance data to identify areas for improvement and cost reduction.
• 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 set a positive example for guest relations.
• Respond to and resolve guest problems and complaints, ensuring employees understand service expectations.
• Interact regularly with guests 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 accurately in the guest response tracking system.

Operational Support and Human Resources Activities

• 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 and celebrate team member contributions publicly.
• 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, fatalities, elevator incidents, thefts, crimes, bombs, and fires.

Required Experience

Candidates should possess 2-5 years of relevant experience in hotel operations or a similar hospitality management role.

Work Environment

This is a full-time position based in Medina, Saudi Arabia, within the dynamic environment of Sheraton Hotels & Resorts.