Duty Manager

InterContinental Hotels & Resorts

133835

Qatar, Doha

Understanding the company’s objectives and standards, processes and plans.
Understanding the values and culture of the company and how they influence what we do.
Understand company loyalty program, tiers, points and guest enrolment system.
Active achievement of the customer expectations and performance targets of the department.
Actions to “go the extra mile” and deliver exceptional customer service, not just the minimum acceptable.
A warm and friendly approach to other team members and a positive sharing of workloads, skills and knowledge.
Interest in customer comments and complaints and action on the feedback provided by team leaders.
Awareness of costs and cost control [eg, control of waste], and awareness of budget targets for the department.
Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
Coaching of the team so they can see how to meet the short term and longer-range plans of the business.
Support through daily management activities of the company’s and brands values and culture.
Implementation of the operational and service standards set out in the Corporate Standard; mediation of these standards to line managers.
Close work with leaders in the team to support other team members and ensure they have a strong sense of direction.
Management of the department’s technical standards to ensure they comply with corporate policy and/or with industry practice.

Tagged as: Conflict Resolution, Customer Service, Emergency Response, Operations Management, Staff Supervision

Duty Manager

Job Overview