Duty Manager

About the Role

Le Méridien Hotels & Resorts is seeking a Duty Manager to oversee property operations in Medina, Almadinah Almunawwarah. This full-time role involves ensuring high levels of hospitality and service, representing property management in guest and operational situations, and managing guest relations. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Serve as the property Manager on Duty, overseeing all operational aspects.
• Resolve guest or property-related situations as a representative of management.
• Manage guest inquiries and direct guests 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 resolve problems.
• Communicate operational variations to appropriate departments in a timely manner.
• Distribute the Manager on Duty report to all departments daily.
• Ensure compliance with all established policies, standards, and procedures.
• Emphasize guest satisfaction in departmental meetings and promote continuous improvement.

Operational and Financial Oversight

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

Guest Experience Management

• Intervene in guest/employee situations to maintain property integrity, ensure guest satisfaction, and preserve employee well-being.
• Empower employees to deliver excellent customer service and set a positive example for guest relations.
• Provide immediate assistance to guests upon request and 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.
• Record guest issues in the designated guest response tracking system.

Human Resources and Facility Support

• 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 for appearance, safety, staffing, security, and maintenance.
• Recognize and celebrate the contributions of team members.
• 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, crimes, bombs, and fire.

Experience Required

Candidates should possess 2-5 years of experience in a similar role within the hospitality industry.