Play your part
The Duty Manager will oversee all aspects of the hotel guest experience and work with peers to achieve seamless communication between the hotel and resort departments.
Oversees the day-to-day management of the guest experience, providing hands-on guidance and support to all departments when necessary
Ensures that service standards and operating procedures are aligned with the wishes and needs of hotel guests.
Establishes seamless integration of systems, policies, and operations between hotel and resort with a focus on improving efficiency and comfort for hotel guests.
Responsible for the aesthetic appearance and functionality of all areas of public spaces and guest amenities, including but not limited to: Porte of Cochere, hotel floors, main lobby, pool and terrace.
Respond promptly to guest concerns and resolve them in an empathetic manner, offer a sincere apology and provide timely follow-up and/or appropriate compensation if/when necessary.
Takes responsibility for any defects that negatively impact the guest experience and works alongside hotel leadership to make the necessary changes to prevent a recurrence.
– Supporting the warm welcome of guests in the hotel
Main responsibilities
Business Impact/Results
– Directly supervises the planning and day-to-day activities of the pool area, security and entertainment as applicable to the hotel and its guests.
Monitors and reviews guest contact areas throughout the hotel to ensure consistent adherence to service standards, policies and processes with a focus on the guest experience.
Maintains Manager on Duty program and scheduling to achieve adequate leadership coverage, ensuring timely response and follow-up to all guest requests and concerns, 24/7.
Continuously collects and reviews guest feedback with teams and peers in an effort to minimize defects and maximize guest satisfaction.
Works with hotel teams to streamline the flow of communications and operational processes related to all departments within the resort, focusing on efficiency and guest comfort.
Develops, implements and monitors standard protocol relating to hygiene, health, liability, loss and find, and safety and security throughout the hotel. (eg identification of potential hazards, accident reporting, emergency response, evacuation procedures, etc.)
creativity
Monitor and review guest feedback to identify and influence the addition of resources, events and/or amenities that will enhance the guest experience.
Explore and provide feedback regarding new sales opportunities and/or added revenue streams.
– Continuously participates in the development of new, unique and exciting entertainment programs for hotel guests.
Communication
Work closely with the Hotel Excellence and Guest Experience Manager and Front Office Manager in pursuit of the hotel’s broader goals.
Update the Hotel Excellence & Guest Experience Manager on any operational issues and/or guest concerns in a timely manner, ensuring the closest possible solution and appropriate support in times of need.
Provide comprehensive and motivational pre-shifts to team members, communicating relevant information regarding today’s activities, outstanding issues, etc. while ensuring alignment and understanding of points, goals and objectives.
Decision making and independence
Support the guest experience, monitoring all activities from the guest’s point of view, making actionable recommendations to peers and Guest Services Manager for improvements.
Make decisions regarding appropriate compensation in response to guest concerns.
Work on developing new programs and initiatives focused on simplifying the flow of communications and integration of operations between the hotel and the resort.
Applied knowledge and specialized skills
Advanced proficiency in interpersonal and guest communication skills.
– Proficient in Microsoft Word, Excel and PowerPoint.
– Lead by example while being a role model for the Merlin Way.
Work independently and as part of a team on various projects and initiatives.
Resource Management
Understand budgets, key performance indicators, ethical and fiduciary responsibilities.
– Effective use of management and resort resources.
Ensure that there is adequate leadership coverage, 24/7.
Provide a balanced level of support and leadership to the hotel’s night and day teams.
Enable relevant team members to make decisions in order to resolve guest issues and ensure a positive outcome.
Ensures that team and management costs are maintained within the agreed budget.
Ensure that the entire team has a clear understanding of their roles and responsibilities and the importance of alignment and positive attitudes.
Provides relevant information, tools, and training to appropriate teams in order to deliver the guest experience and promote continued career growth and development for management partners.
Complexity and problem solving
Effectively applies troubleshooting and problem solving skills on a daily basis.
Provides creative ideas to deliver guest experience and achieve operational/financial goals.
Acts as Incident Monitor to provide protection, support and recovery to the hotel.
– Coordination of all hotel security and safety activities.
Demonstrates the ability to solve difficult guest situations that lead to a positive outcome.
Health and safety:
You are responsible for all aspects of health, safety and security within your team, in line with Group Policy (HS001). In particular, you must ensure that risk assessments are carried out, that safe work procedures are in place for all work activities and that all employees responsible for you are aware of the Group Health, Safety and Security Policy and their obligations under it. You should ensure that safe work practices are observed and that risk assessments and procedures are regularly reviewed. Should accidents occur, you must ensure that they are investigated appropriately and that corrective action is taken when necessary to ensure that such accidents do not recur.
are you a star
To be eligible for this role, you must possess the following criteria:
– Bachelor’s degree in a related field or equivalent experience required
2-4 years of management experience or progressive growth in a customer service oriented role, preferably in theme park or hotel/resort operations.
Experience managing a team of direct reports with a proven track record of motivating the team to deliver excellent guest service.
Knowledge and understanding of safety and security procedures regarding health, liability, loss prevention, accident reporting, etc. is essential.
Proficiency in the use of Microsoft Office applications including Word, Excel and PowerPoint.
The best part of the story
We offer competitive salaries and benefits that include; Housing allowance, comprehensive medical coverage, life insurance, accident insurance and other generous allowances.
We also care about your career development backed by learning opportunities for those seeking a long-term future in the company.
Dubai Parks and Resorts offers new horizons in experiential entertainment through an inspiring concept that brings the best of East and West in the entertainment industry. Designed and developed by Meraas Holding, Dubai Parks and Resorts expresses Dubai’s leadership vision of positioning the emirate as a compelling global tourism destination.
The first phase of Dubai Parks and Resorts will include three theme parks: Motiongate Dubai, Bollywood Parks Dubai and Legoland Dubai. The project will also include Riverland – the grand entrance plaza and Lapita, a family-themed hotel. The first phase is scheduled for completion in 2016. Ground work on the site began in February 2014