Duty Manager

Rosewood Hotels and Resorts; Doha; On-site; QAR 120,000 - 180,000; Full time

Job summary

Rosewood Doha invites applications for an Associate Experience role dedicated to delivering exceptional hospitality and a thoughtful associate journey. The program emphasizes wellbeing, tailored development plans, and continuous learning to advance careers within a luxury environment.

As part of the guest services team, you will contribute to maintaining superior standards, supporting guest needs, and collaborating with housekeeping and other departments to ensure a seamless experience for every

Job description

Our Associate Experience

Our Associate Experience We believe exceptional work deserves exceptional care At Rosewood Doha we offer a thoughtfully designed associate experience that supports your wellbeing growth and life beyond work This includes High-quality associate accommodation in prime locations in the heart of Lusail and the PearlA birthday day off because your milestones matter Personalized development plans and continuous learning opportunities to support your career journeyThese benefits reflect our commitment to creating an environment where you thrive professionally and personally while building a meaningful career with us

Your Role

Essential Duties and ResponsibilitiesMaintain complete knowledge of and comply with all departmental policies service procedures and standards Ensure that standards are maintained at a superior level on a daily basis Maintain complete knowledge of correct maintenance and use of equipment Use equipment only as intended Anticipate guests needs respond promptly and acknowledge all guests however busy and whatever time of day Resolve guest complaints ensuring guest satisfaction Monitor and maintain cleanliness sanitation and organization of assigned work areas Maintain complete knowledge at all times of All hotel features services hours of operation All room types numbers layout decor appointments and location All room rates special packages and promotions Daily house counts and expected arrivals departures Room availability status for any given day Scheduled in-house group activities locations and times All hotel and departmental policies and procedures Ensure that current information on rates packages and promotions is available at the Front Desk and that all associates are knowledgeable of such Prepare and adjust weekly work schedules in accordance with staffing guidelines and forecasts Ensure that associates report to work as scheduled Document any late or absent associates Coordinate breaks for associates Assign work duties to associates Conduct pre-shift meeting with associates and review all information pertinent to the day s business Inspect grooming and attire of associates rectify any deficiencies Inspect plan and ensure that all materials and equipment are in complete readiness for service rectify deficiencies with respective personnel Constantly monitor associate s performance in all phases of service and job functions rectify any deficiencies with respective personnel to include Front Desk associatesMonitor the check-in check-out process anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently Monitor communication logs and ensure that guest requests are addressed Monitor guest mail and ensure that it is processed according to procedures Monitor and ensure that express checkouts are processed through the system Monitor the associates interaction with guests ensuring prompt and courteous service resolve discrepancies with respective personnel Assist associates with their job functions to ensure optimum service to guests Observe guest reactions and confer frequently with associates to ensure guest satisfaction Contact newly registered guests after check-in to establish guest satisfaction resolve any dissatisfaction immediately Document each call according to procedures Ensure security of guestroom access Monitor and ensure that all cashiering procedures comply with Finance policies and standards Shortages overages Late charges Petty cash paid outs Adjustments Posting charges Making change for guests Cashing personal travelers checks Payment methods processing Settling accounts Closing reports Cashier reports Balancing receipts Dropping receipts Securing banksReview previous night s no-shows verify and ensure billing of such Assist Finance in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures Assist associates with expediting problem payments Review the arrival report for accuracy and completeness Check printed registration cards for information on arrival report rectify any deficiencies with respective personnel Ensure that all VIPs are pre-registered according to standards Monitor VIP arrivals greet and escort them to their room Work closely with housekeeping management to ensure accurate status of each room readiness of rooms for check-in and to report guest concerns Print special request report and block according to specifications Review resumes for arriving groups organize and coordinate master accounts and check-in pre-registration procedures Print and review master s for departed groups check accuracy and distribute to Finance Review flag reports and follow up accordingly Review requests for late checkouts and approve according to occupancy Communicate this information to Housekeeping Ensure all closing duties for associates are completed before associates sign out Provide feedback to associates on their performance Handle disciplinary problems and counsel associates Foster and promote a cooperative working climate maximizing productivity and associate morale Document pertinent information in department logbook

Essential Duties and Responsibilities

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.Ensure that standards are maintained at a superior level on a daily basis.Maintain complete knowledge of correct maintenance and use of equipment.Use equipment only as intended.Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.Resolve guest complaints, ensuring guest satisfaction.Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments, and location. All room rates, special packages, and promotions. Daily house counts and expected arrivals/departures. Room availability status for any given day. Scheduled in-house group activities, locations, and times. All hotel and departmental policies and procedures.Ensure that current information on rates, packages and promotions is available at the Front Desk and that all associates are knowledgeable of such.Prepare and adjust weekly work schedules in accordance with staffing guidelines and forecasts.Ensure that associates report to work as scheduled.Document any late or absent associates.Coordinate breaks for associates.Assign work duties to associates.Conduct pre-shift meeting with associates and review all information pertinent to the day's business.Inspect grooming and attire of associates; rectify any deficiencies.Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.Constantly monitor associate s performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk associatesMonitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.Monitor communication logs and ensure that guest requests are addressed.Monitor guest mail and ensure that it is processed according to procedures.Monitor and ensure that express checkouts are processed through the system.Monitor the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.Assist associates with their job functions to ensure optimum service to guests.Observe guest reactions and confer frequently with associates to ensure guest satisfaction.Contact newly registered guests after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.Document each call according to procedures.Ensure security of guestroom access.Monitor and ensure that all cashiering procedures comply with Finance policies and standards: Shortages/overages Late charges Petty cash/paid outs Adjustments Posting charges Making change for guests Cashing personal/travelers checks Payment methods/processing Settling accounts Closing reports Cashier reports Balancing receipts Dropping receipts Securing banksReview previous night's no-shows, verify and ensure billing of such.Assist Finance in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.Assist associates with expediting problem payments.Review the arrival report for accuracy and completeness.Check printed registration cards for information on arrival report; rectify any deficiencies with respective personnel.Ensure that all VIPs are pre-registered according to standards.Monitor VIP arrivals; greet and escort them to their room.Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.Print special request report and block according to specifications.Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.Print and review master s for departed groups; check accuracy and distribute to Finance.Review flag reports and follow up accordingly.Review requests for late checkouts and approve according to occupancy.Communicate this information to Housekeeping.Ensure all closing duties for associates are completed before associates sign out.Provide feedback to associates on their performance.Handle disciplinary problems and counsel associates.Foster and promote a cooperative working climate, maximizing productivity and associate morale.Document pertinent information in department logbook.Complete all paperwork and closing duties.Review status of assignments and any follow-up action with on-coming Supervisor.Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.Train, direct the work of, resolve issues/problems and coach and counsel the front desk associates to ensure a quality operation.Performs other duties as assigned by Manager.Supervise Receptionists, assisting them with issues that may arise and ensuring that all tasks are completed following Rosewood Standards.Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times.Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy.