Resort Assistant Manager (Duty Manager) (Russian Speaker)

Fairmont Hotels & Resorts; Dubai; On-site; AED 100,440 - 145,080; Full time

Job summary

Fairmont The Palm in Dubai seeks a Guest Services Supervisor to oversee daily Front Desk operations, coach reception agents and support the Front Desk Manager. You will ensure service excellence, manage guest deposits and billing, and drive guest recovery within Fairmont standards.

Responsibilities include supervising reservations and room blockings, handling VIP guests, coordinating with Housekeeping, Security, and F&B, and acting as Manager on Duty during shifts.

Qualifications

• Passion for guest service.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Fluency in English; secondary language preferred.

Responsibilities

• Oversee the daily Operations of the Front Desk.
• Coach, lead, guide and direct the efforts of the team of Reception Agents.
• Provide support to Front Desk Manager in the daily operational duties.
• Consistently offer friendly, engaging and a service culture that contributes positively to the service provided within our brands.
• Adhere to the established financial guidelines and control all costs.
• Regularly review Open Balance report and ensure that guests in-house have sufficient deposit to cover for their estimated total charges upon departure.
• Verify and imprint credit cards for authorization/completion/sale using electronic acceptance methods.
• Overlook the operational house bank.
• Perform accurate arithmetic functions and maintain guest folio.
• Liaise with Front Desk Heartists on outstanding bills and ensure full payment by departing guests.
• Lead guest recovery efforts across the resort and handle VIP/ special attention guests.
• Act as Manager on Duty during assigned shifts and coordinate hotel operations with other departments.

Skills

Guest service oriented

Leadership

Communication

Organizational skills

Education

Degree or Diploma in Hospitality Management

Tools

Opera/Opera Cloud PMS

Job description

Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

Job Description

• Oversee the daily Operations of the Front Desk.
• Coach, lead, guide and direct the efforts of the team of Reception Agents.
• Provide support to Front Desk Manager in the daily operational duties.
• Consistently offer friendly, engaging and a service culture that contributes positively to the service provided within our brands.
• Adhere to the established financial guidelines and control all costs.
• Regularly review „Open Balance‟ report and ensure that guests in-house have sufficient deposit to cover for their estimated total charges upon departure.
• Verify and imprint credit cards for authorization/completion/sale using electronic acceptance methods.
• Overlook the operational house bank.
• Perform accurate, moderately complex arithmetic functions using acceptable electronic device; including corrections and adjustments in guest folio.
• Maintain an accurate filing system.
• Liaise with Front Desk Heartists on all outstanding bills and ensure full payment of departing guests.
• Ensure that the hotel credit policies are adhered to at all times.
• Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
• Ensure that team members and one’s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
• Review all reservations, assign room blockings
• Constantly check reservations to ensure room availability and special blockings are handled correctly.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Check all transactions performed by Front Desk Heartists during shift and countersign on designated space in the registration card signifying approval.
• Ensure that repeat guests are pre-registered, when necessary.
• Update and maintain guest history/profile of all guests.
• Overlook and drive ALL loyalty and guest recognition programs.
• Manage the submission of all local government requirements/information concerning hotel guests.
• Manage the strict control of room keys.
• Ensure that all rooms which are due to check-out are checked and the daily housekeeping discrepancy reports are resolved.
• Promotes and follows a safe work environment.
• Promotes and leads a service driven, results driven work environment.
• Follows departmental SOP‟s (Standard Operating Procedures) including all safety policies.
• If required, oversee the daily Operations of the Kids Club and Health Club.
• Promote all hotel services, offers and facilities and their operating hours.
• Lead guest recovery efforts across the resort, ensuring all guest concerns are acknowledged, resolved and followed up in accordance with Fairmont's Guest Recovery framework.
• Personally engage with VIPs, Handle with Care guests and guests requiring special attention.
• Act as Manager on Duty, representing Executive Management during assigned shifts.
• Coordinate hotel operations across Front Office, Housekeeping, Engineering, Security, Food & Beverage and Recreation.
• Lead emergency responses and critical incidents following hotel procedures.
• Respond to accidents and incidents.
• Ensure operational continuity during peak periods and major events.
• Drive compliance with Fairmont Brand Standards and LQA requirements.
• Conduct quality inspections throughout the resort.
• Monitor and manage ALICE Service Delivery and Recovery tickets.
• Ensure timely completion of guest requests.
• Review outstanding tickets and follow up with departments.
• Drive upselling opportunities.
• Minimize rebates and billing discrepancies.
• Monitor compensation and goodwill gestures.
• Other tasks as assigned.

Qualifications

• Passion for guest service.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Degree or Diploma in Hospitality Management is an asset.
• Fluency in English, secondary language preferred
• Minimum of 1 year previous proven supervisory position or equivalent.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Knowledge of Opera/Opera Cloud Property Management System an asset.
• Strong guest service orientation and training skills background required.
• Ability to work independently and prioritize responsibilities.
• Experience with a Hotel loyalty program an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).