Duty Manager

About the Role

The Ritz-Carlton in Riyadh is seeking a Duty Manager to oversee all property operations and ensure the delivery of exceptional hospitality and service. This full-time position requires 2-5 years of experience and involves acting as the property's Manager on Duty, representing management in guest and property-related situations, and managing guest relations.

Key Responsibilities

• Serve as the property Manager on Duty, overseeing all operational aspects.
• Represent property management in resolving guest or property-related issues.
• Manage guest inquiries and direct guests within the lobby area.
• Function as the Guest Relations Manager, tracking and addressing service issues.
• Maintain strong inter-departmental relationships to support operations and resolve problems.
• Communicate operational variations to relevant departments in a timely manner.
• Distribute daily Manager on Duty reports to all departments.
• Ensure compliance with all established policies, standards, and procedures.
• Emphasize guest satisfaction and continuous improvement in all departmental interactions.

Operational and Financial Support

• 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, goal achievement, and identify areas for cost reduction or program enhancement.

Guest Experience Management

• Intervene in guest or associate situations to maintain property integrity, ensure guest satisfaction, and preserve associate well-being.
• Empower associates to deliver excellent customer service.
• Provide immediate assistance to guests upon request.
• Demonstrate outstanding hospitality skills and set a positive example for guest relations.
• Respond to and resolve guest problems and complaints.
• Ensure associates understand customer service expectations.
• 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 guest response tracking system.

Human Resources and Facility Oversight

• Participate in the investigation of associate and guest accidents as needed.
• Observe associate service behaviors and provide constructive feedback.
• Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Recognize and celebrate team member contributions.
• Ensure associates 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) and support the Peer Review Process.
• Understand and implement all emergency plans, including those for accidents, fatalities, elevator incidents, thefts, crimes, bombs, and fires.

Company Culture

The Ritz-Carlton, part of Marriott International, operates on its "Gold Standards," which guide daily operations and define its luxury hospitality reputation. As a member of the team, you will learn and exemplify these standards, including the Employee Promise, Credo, and Service Values. Marriott International is an equal opportunity employer, committed to fostering an inclusive environment where diverse backgrounds are valued and celebrated.