Duty Manager

Emirates Park Zoo; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading recreational facility in Abu Dhabi is seeking a Duty Manager to oversee operational activities during their shift. The ideal candidate will have at least 2-3 years of supervisory experience, strong leadership skills, and a focus on customer satisfaction. Join us to ensure smooth operations and high service standards in an exciting environment.

Qualifications

• Minimum 2-3 years of experience in a supervisory or managerial role.
• Strong leadership and team management skills required.
• Excellent communication and interpersonal abilities are essential.

Responsibilities

• Oversee daily operations during the shift.
• Develop and implement strategic plans, SOPs, and policies.
• Ensure adherence to company policies and safety standards.

Skills

Leadership

Team management

Communication

Problem-solving

Customer service orientation

Education

High school diploma or equivalent

Bachelor's degree in business or hospitality

Job description

The Duty Manager is responsible for overseeing the operational activities of the company during their shift. They ensure that all operations run smoothly, efficiently, and in compliance with company policies and standards. The Duty Manager addresses customer needs, resolves issues, supervises staff, and ensures that operational targets are met.

Key Responsibilities:

• Oversee daily operations during the shift to ensure smooth functioning of all departments.
• Develop and implement strategic plans, SOPs, policies, and procedures for efficiency and effectiveness.
• Ensure adherence to company policies, procedures, and safety standards.
• Monitor and manage resources (personnel, equipment, etc.) to maintain optimal service delivery.
• Ensure compliance with operational standards and protocols.
• Supervise and manage team members, providing direction and support as needed.
• Assign tasks and ensure that work is completed efficiently and to the expected standard.
• Resolve any staffing issues or concerns and report significant issues to senior management.
• Conduct performance evaluations and provide feedback on staff performance.
• Ensure high levels of customer satisfaction by responding to customer inquiries, complaints, or special requests.
• Handle customer complaints in a professional and efficient manner, finding satisfactory resolutions.
• Monitor customer feedback and make improvements where necessary.
• Quickly identify and resolve operational issues that may arise during the shift.
• Take proactive measures to mitigate risks, delays, or disruptions to operations.
• Make real-time decisions to ensure operational efficiency and customer satisfaction.
• Communicate with the Operations Manager/General Manager to report on key operational updates, incidents, or escalations.
• Maintain logs of daily operations, including issues encountered, corrective actions taken, and notable incidents.
• Prepare and submit reports on shift activities, staffing, inventory, and customer service metrics.
• Oversee inventory levels and ensure the availability of necessary supplies and resources for operations.
• Ensure resources are used efficiently to minimize wastage and costs.
• Ensure health and safety standards are adhered to at all times.
• Conduct routine inspections to identify potential hazards and take corrective actions where necessary.
• Ensure emergency protocols are followed during incidents or emergencies.
• Manage the shift schedule, ensuring that staffing levels are appropriate for the demands of the shift.
• Oversee staff handovers to ensure that all relevant information is passed between shifts.
• Provide guidance and support to new and existing staff.
• Assist in training and development of staff to improve performance and operational knowledge.

Requirements

Qualifications and Skills:

• Education: High school diploma or equivalent (Bachelor’s degree in business, hospitality, or related field preferred).
• Experience: Minimum 2-3 years of experience in a supervisory or managerial role, preferably in an operations-related position.
• Skills:
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Good problem-solving and decision-making skills.
  • Ability to work under pressure and handle multiple tasks simultaneously.
  • Strong customer service orientation.
  • Familiarity with operational software or management tools.