Duty Manager - Ajman Saray A Luxury Collection Resort

The Luxury Collection; Ajman; On-site; AED 134,000 - 201,000; Full time

Job summary

The Luxury Collection Ajman is seeking a dedicated Manager on Duty to oversee all property operations and ensure outstanding hospitality across all guest touchpoints. You will represent property management in guest and operational issues, directing the flow of questions and guiding guests within the lobby while maintaining service standards.

You will lead guest relations, monitor service issues, collaborate with departments, and ensure compliance with policies.

Qualifications

• High school diploma or GED with 4 years in guest services or related area.
• Or a 2-year degree with 2 years of guest services or related experience.

Responsibilities

• Oversee property operations as Manager on Duty and ensure top hospitality.
• Resolve guest or property issues and direct the flow of questions in the lobby.
• Maintain daily MOD reports and communicate variances to departments.
• Lead guest relations efforts and drive continuous service improvements.
• Collaborate with departments to meet staffing, safety and financial objectives.

Skills

Guest relations

Team leadership

Communication

Customer service

Education

High school diploma

2-year degree in Hotel/Restaurant Management

Job description

Job Description

Additional Information

• Job Number: 26147932
• Job Category: Rooms & Guest Services Operations
• Location: Sheikh Humaid Bin Rashid Al Nuaimi Street, Ajman 8833, United Arab EmiratesVIEW ON MAP
• Schedule: Full Time
• Located Remotely?: N
• Position Type: Management

Job Summary

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

CANDIDATE PROFILE

Education And Experience

• High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Supporting Property Operations and Guest Relations Needs

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Sends copy of MOD report to all departments on a daily basis.
• Strives to improve service performance.
• Ensures compliance with all policies, standards and procedures.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Supporting Profitability Goals

• Understands and complies with loss prevention policies and procedures.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Managing The Guest Experience

• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Empowers employees to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Ensures employees understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Records guest issues in the guest response tracking system.

Assisting Human Resources Activities

• Participates as needed in the investigation of employee and guest accidents.
• Observes service behaviors of employees and providing feedback to individuals.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrates successes and publicly recognitions the contributions of team members.
• Ensures employees are cross-trained to support successfully daily operations.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.