Duty Manager

Mandarin Oriental Hotel Group

Abu Dhabi

AED 50,000 - 200,000

Job description

Support our company’s philosophy and culture through the use of the 11 Pillars and Departmental Legendary Quality Experiences, daily, to ensure Guest Satisfaction and the achievement of our Mission Statement.
Ensure proper, efficient, and profitable functioning of the Front Office, which includes Reception, Cashiers, and Concierge.
Ensure a warm and genuine arrival and departure experience for guests.
Ensure that all Guest Service Executives/Agents are groomed according to hotel standards.
Ensure that all guests receive prompt, cordial attention and personal recognition, resolving related problems.
Attend to and investigate complaints, address the department concerned, and respond to guests.
Raise accurate and detailed log entries for all incidents and occurrences in the hotel.
Handle guest complaints and comments relating to the department tactfully.
Inform and coordinate with other operating departments (e.g., Housekeeping, Engineering, Sales, and Butlers) regarding Front Office matters.
Ensure that last-minute changes to the department's roster are coordinated appropriately to ensure smooth operations.
Liaise with the Front Office Manager, Guest Relations Manager, and Chief Concierge to coordinate staffing levels according to daily movements.
Ensure that Legendary Quality Standards, policies, and procedures of MOAUH are properly understood and followed.
Drive the team daily towards the hotel's Key Performance Indicators, including upselling and Fans of MO signups.
Identify quality improvement trends and effectively communicate issues to the Assistant Director of Rooms.
Initiate new procedures to increase efficiency, productivity, and maximum guest satisfaction.