Duty Manager ACCOR

Job Description

As Duty Manager, you will be responsible for overseeing daily resort operations and ensuring exceptional guest experiences at Hawar Resort by Mantis. The ideal candidate will have a strong background in hospitality management, excellent problem-solving skills, and the ability to coordinate with various departments to maintain smooth operations. This role requires leadership, adaptability, and a guest-centric approach to deliver the highest service standards.

What is in it for you:

• Engage in conservation efforts and help preserve wildlife.
• Enjoy sustainable adventures with exclusive rewards.
• Celebrate locality and heritage in a vibrant community.
• Advance your career with global development opportunities.
• Drive change through impactful social initiatives.
• Collaborate with a passionate, innovative team.

Key Responsibilities:

• Daily Operations Management: Oversee the resort s day-to-day operations, ensuring seamless functionality across all departments.
• Guest Relations: Address and resolve guest concerns and feedback promptly and professionally, maintaining high service standards and enhancing guest satisfaction.
• Team Leadership: Provide guidance and support to staff during shifts, ensuring operational efficiency, staff productivity, and adherence to service standards.
• Emergency Management: Serve as the first point of contact for emergencies or incidents, coordinating responses and reporting to senior management as required.
• Policy and Procedure Compliance: Ensure all resort policies, procedures, and standards are consistently followed and upheld.
• Interdepartmental Coordination: Collaborate with department heads to resolve operational issues and enhance service delivery.
• Reporting: Prepare daily operational reports, including guest feedback, incident logs, and shift summaries, for senior management review.
• Health and Safety: Ensure compliance with health, safety, and hygiene regulations to provide a secure environment for guests and staff.
• Guest Experience Oversight: Oversee the entire guest journey, from reservations to departure, ensuring a seamless and exceptional experience.
• Professional Development: Support the growth and development of reservation agents and front office staff to strengthen succession planning.
• KPI Management: Establish and monitor key performance indicators (KPIs) for the Front Office and guest satisfaction to drive service excellence.
• Front Office Operations: Assist with guest check-ins and check-outs, ensuring all procedures are followed accurately and efficiently.
• Cross-Departmental Support: Assist in various hotel areas, including Food & Beverage operations, to eliminate potential service issues.
• Proactive Guest Service: Respond promptly to requests, leading by example and fostering a proactive and resourceful team culture.
• Health & Safety Responsibility: Ensure the well-being of all patrons, guests, and staff members, adhering to the resort s safety protocols and procedures.

• Leadership Experience: Prior experience in a leadership role is essential.
• Property Management Systems: Previous experience with Property Management Systems is required.
• Technical Proficiency: Must be proficient in Microsoft Windows applications.
• Education: A University or College degree in a related discipline is preferred.
• Professionalism: Must maintain a polished and professional presentation.
• Interpersonal & Problem-Solving Skills: Strong ability to resolve issues effectively while maintaining positive guest interactions.
• Reliability & Responsibility: Highly dependable with a strong sense of accountability.
• Ability to Work Under Pressure: Capable of performing efficiently in a fast-paced environment.
• Team Collaboration: Ability to work seamlessly within a team-oriented setting.
• Guest Focus: Must prioritize guest needs, remaining calm, courteous, and attentive at all times.