Residences Manager

W Doha

Job ID : 25027652

Doha Qatar

Qualification & Experience:

• High school diploma, GED or equivalent degree; 1 year experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Roles and Responsibilities:

Oversees all Residence operations, ensuring that the highest levels of hospitality and service are provided.  Represents property management in resolving any guest or Residences related situation. Manages the flow of questions and directs resident guests within the lobby.  Serves as Guest Relations Manager and handles the tracking of service issues.

• Supervises all issues/defects in the residences and ensures they are resolved in a timely manner
• Handles service recovery for residence guests
• Follows up on payments pending from residence guests
• Distributes and communicates discounts obtained by resident guests in the hotel to all respective departments
• Coordinates any issues in residences (related to Housekeeping or Engineering) and needed renovations or renewals with Director of Engineering and Director of Housekeeping
• Coordinates moves of guests between residences
• Is the contact person for residences guests related to any administration tasks (e.g. assigning a parking lot in the hotel) as well as to promote any happenings/events taking place in the hotel
• Assists Welcome Office Team with needed tasks
• Replaces Duty Manager in Welcome Office during offs
• Coordinates with Director of Sales and Director of Revenue the strategy on pricing for the residences
• Is incentivized for selling apartments and handles certain tasks of Sales (e.g. show around of the residences
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Observes service behaviors of talents and ensures that all uniformed talents are properly attired and groomed, each wearing a nametag
• Assists with energy conservation efforts by monitoring compliance during property tours.
• Does not disclose any financial information or any other information of W Doha Hotel & residences.
• Implements the customer recognition/service program, communicating and ensuring the process.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Sends copy of MOD report to all departments on a daily basis.
• Ensures compliance with all policies, standards and procedures.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understands and complies with loss prevention policies and procedures
• Implements the customer recognition/service program, communicating and ensuring the process.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Sends copy of MOD report to all departments on a daily basis.
• Ensures compliance with all policies, standards and procedures.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/talent situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and talent well-being is preserved.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers talents to provide excellent customer service.
• Observes service behaviors of talents and provides feedback to individuals.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Records guest issues in the guest response tracking system.
• Reviews comment cards and guest satisfaction results with talents.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.