About the Role
The Ritz-Carlton Hotel Company, *** is seeking a Duty Manager to join its team in Riyadh, Saudi Arabia. In this role, you will serve as the property's Manager on Duty, responsible for overseeing all hotel operations to ensure the consistent delivery of high standards of hospitality and service. This position requires a proactive leader to represent property management, effectively resolve guest and operational issues, and manage guest interactions within the lobby. You will also function as a Guest Relations Manager, diligently tracking and addressing service issues to maintain guest satisfaction.
The Ritz-Carlton is committed to creating exceptional experiences and setting the standard for luxury service worldwide. As part of our team, you will embody our "Gold Standards," including our Employee Promise, Credo, and Service Values, contributing to our reputation as a global leader in luxury hospitality.
Key Responsibilities
- Serve as the property's Manager on Duty, overseeing all operations to ensure the highest levels of hospitality and service.
- Represent property management in resolving guest or property-related situations.
- Manage guest flow and direct visitors within the lobby.
- Act as Guest Relations Manager, handling the tracking of service issues.
- Maintain strong working relationships with all departments to support operations, goals, and expedite problem resolution.
- Communicate any deviations from established norms to the appropriate department in a timely manner.
- Distribute the MOD report to all departments daily.
- Strive to improve service performance and ensure compliance with all policies, standards, and procedures.
- Emphasize guest satisfaction during departmental meetings and focus on continuous improvement.
- 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, assess goal achievement, and identify areas for cost reduction and program improvement.
- Intervene in guest/associate situations as needed to maintain property integrity, achieve guest satisfaction, and preserve associate well-being.
- Empower associates to provide excellent customer service.
- Provide immediate assistance to guests as requested.
- Display outstanding hospitality skills and set a positive example for guest relations.
- Respond to and handle guest problems and complaints effectively.
- Ensure 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.
- Record guest issues in the guest response tracking system.
- Participate as needed in the investigation of associate and guest accidents.
- Observe associate service behaviors and provide feedback.
- Conduct regular inspection tours of the facility for appearance, safety, staffing, security, and maintenance.
- Recognize the contributions of team members.
- Ensure associates are cross-trained to support daily operations.
- Ensure property policies are administered fairly and consistently, and that disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS), supporting the Peer Review Process.
- Understand and, if necessary, implement all emergency plans, including those for accidents, death, elevator incidents, thefts, vicious crimes, bombs, fire, etc.
Qualifications and Requirements
- High school diploma or GED; 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; 2 years of experience in guest services, front desk, housekeeping, or a related professional area.
Required Skills
- Guest Services
- Front Desk Operations
- Housekeeping Management
- Hospitality Expertise
- Customer Service Excellence
- Leadership and Team Management
- Problem-Solving and Conflict Resolution
- Effective Communication
- Teamwork and Collaboration
- Loss Prevention Strategies
- Financial Statements Analysis
- Human Resources Support
- Safety Procedures
- Emergency Plan Implementation
Work Environment and Details
This is a full-time, management position located in Riyadh, Saudi Arabia. The role requires 2-5 years of experience. The job number is 26071597, and the job category is Rooms & Guest Services Operations. This position is not located remotely.
