Duty Manager📣 Job Ad

Duty Manager: Role Overview

The Ritz-Carlton Hotel Company, *** is seeking a full-time Duty Manager in Riyadh. This role involves overseeing all property operations to ensure consistent delivery of the highest levels of hospitality and service. The Duty Manager acts as the property management representative for resolving guest or property-related situations, manages guest inquiries in the lobby, and serves as the Guest Relations Manager, tracking service issues.

Leadership and Service Standards

As a leader, the Duty Manager is responsible for upholding The Ritz-Carlton's "Gold Standards" daily, which guide continuous improvement in luxury service. This position requires a commitment to creating exceptional experiences and setting a positive example for guest relations. The role is integral to a global team within the Marriott International portfolio, focusing on delivering excellence in guest care and comfort.

Property Operations and Financial Oversight

• Maintain strong working relationships across all departments to support property operations and goals, and to expedite problem resolution.
• Communicate any variations to established norms to the appropriate department in a timely manner.
• Distribute the Manager on Duty (MOD) report to all departments daily.
• Strive to improve service performance and ensure compliance with all policies, standards, and procedures.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement initiatives.
• Understand and comply with loss prevention policies and procedures.
• Review staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Review financial statements, sales and activity reports, and other performance data to measure productivity, goal achievement, and identify areas for cost reduction or program improvement.

Guest Experience and Team Support

• Intervene in guest or associate situations as needed to ensure property integrity, guest satisfaction, and associate well-being.
• Empower associates to provide excellent customer service and provide immediate assistance to guests as requested.
• Respond to and handle guest problems and complaints, ensuring associates understand customer service expectations and parameters.
• Interact with customers regularly throughout the property to obtain feedback on product quality, service levels, and overall satisfaction.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction and record guest issues in the guest response tracking system.
• Participate as needed in the investigation of associate and guest accidents.
• Observe service behaviors of associates and provide feedback to individuals.
• Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Ensure associates are cross-trained to support successful daily operations.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS), and support the Peer Review Process.
• Understand and, if necessary, implement all emergency plans including those for accidents, death, elevator incidents, thefts, vicious crimes, bombs, and fire.

Qualifications and Experience

• High school diploma or GED with 4 years of experience in guest services, front desk, housekeeping, or a related professional area.
• OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with 2 years of experience in guest services, front desk, housekeeping, or a related professional area.

The Ritz-Carlton Commitment

The Ritz-Carlton is dedicated to attracting hospitality professionals who contribute to a culture of empowerment, creativity, thoughtfulness, and compassion. Joining The Ritz-Carlton means becoming part of the Marriott International portfolio, where individuals are encouraged to perform their best work and contribute to a global team committed to luxury service.