Job Summary:
An exciting opportunity has arisen for a Duty Manager - Front Office at Jumeirah Zabeel Saray. This role involves overseeing front desk operations to ensure exceptional service for all guests.

Responsibilities:

• Oversee front desk operations, ensuring prompt and professional guest service.
• Manage guest check-ins and check-outs, room assignments, and special requests efficiently.
• Address and resolve guest complaints and concerns in a timely and effective manner.
• Coordinate with other departments to fulfill guest needs and enhance their stay.
• Prepare and manage daily reports, logs, and shift summaries.
• Ensure the safety and security of guests and staff by adhering to hotel policies and procedures.
• Handle emergency situations, such as medical incidents, fire alarms, and security breaches, calmly and effectively.
• Conduct regular inspections of the front office area to maintain cleanliness and order.
• Develop and maintain positive relationships with guests to enhance loyalty and satisfaction.
• Assist in managing VIP and repeat guest programs to provide personalized service.
• Gather guest feedback and utilize it to improve services and address issues.
• Maintain clear communication with all departments to ensure smooth operations.
• Relay important information and updates to the front office team and other relevant departments.
• Supervise and support front office colleagues, including receptionists, concierge, and bell attendants.
• Provide training and guidance to front office team members to maintain high service standards.
• Implement innovative strategies to enhance guest experience and operational efficiency.
• Monitor staff performance and provide constructive feedback to foster professional growth.

Requirements:

• Proven experience in a supervisory or managerial role within a front office, preferably in a 5-star hotel.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Experience with hotel management software, such as Opera.
• Excellent communication skills, both verbal and written.
• Strong customer service skills with a friendly and courteous demeanor.
• Ability to handle multiple tasks and work under pressure.
• Flexible availability to work nights, weekends, and holidays.
• Proficient in using computer systems and office software (e.g., MS Office).
• Familiarity with health, safety, and environmental procedures.
• High level of professionalism and grooming.
• Proficiency in one or more additional languages desired (e.g., Spanish, French, Mandarin, Arabic, German).
• Strong problem-solving skills and ability to make decisions quickly.

Level of Education:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.

Work Hours:

• Flexible availability required, including nights, weekends, and holidays.

Experience in Months:

• Minimum of 24 months of relevant experience in a supervisory or managerial role within a front office.