Duty Manager

Job Description:

Duty Manager

InterContinental

133835

Qatar, Doha

Roles and Responsibilities:

• 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, Guest Relations, Incident Reporting, Operations Management, Staff Supervision