وصف الوظيفة
Role Overview
Duty Manager position at Sofitel Al Hamra Beach Resort, Accor, located in Ras Al-Khaimah, United Arab Emirates.
Role Purpose
Oversee daily hotel operations during assigned shifts, lead teams with empathy and assertiveness, and ensure exceptional service delivery across all departments. Act as the backbone of the organization by making decisive operational decisions, resolving challenges efficiently, and fostering a collaborative environment where excellence thrives.
Key Responsibilities
Operations & Daily Management
- Lead and manage daily operations during assigned shifts, maintaining organizational efficiency and responding promptly to operational needs.
- Supervise and support operational teams across all departments, providing coaching and mentorship to ensure consistent service excellence and adherence to company standards.
- Make decisive operational decisions and manage crisis situations with resilience and analytical thinking, prioritizing guest safety and satisfaction.
- Coordinate seamlessly with all hotel departments to ensure smooth operations and integrated guest experiences.
- Monitor equipment and facilities, reporting maintenance requirements promptly to prevent service disruptions.
Guest & Service Excellence
- Handle guest inquiries, requests, and complaints with empathy and professionalism, ensuring timely and satisfactory resolution while maintaining transparent communication.
- Foster an inclusive, positive, and high-performing team culture that motivates staff and promotes professional growth.
Compliance & Safety
- Ensure compliance with health, safety, privacy regulations, and company policies across all operational areas.
Financial & Administrative
- Monitor and analyze operational metrics, revenue reconciliation, and financial procedures to support organizational goals.
- Assist with roster preparation and scheduling to meet operational requirements while maintaining labor budget efficiency.
Team Development
- Support recruitment, onboarding, training, and performance development initiatives for team members.
- Conduct team briefings and departmental meetings to communicate hotel updates, policies, and procedures effectively.
Continuous Improvement
- Participate in continuous improvement initiatives and contribute innovative solutions to enhance operational efficiency.
Qualifications & Experience
- Diploma in Hospitality Management, Business Administration, or related field (preferred).
- Minimum 3 years of relevant experience in hospitality operations, hotel management, or similar corporate operational environment.
- Proven experience in shift management, team supervision, and leadership within a fast-paced operational setting.
Skills & Competencies
- Strong proficiency with property management systems (PMS) and hotel operational software.
- Excellent working knowledge of Microsoft Outlook and Microsoft Office suite.
- Exceptional communication and interpersonal skills with the ability to interact effectively with diverse teams and guests.
- Demonstrated crisis management and problem-solving abilities with strong analytical skills.
- Financial acumen with understanding of revenue management, reconciliation, and budget management.
- Knowledge of health, safety, compliance, and regulatory requirements in hospitality operations.
- Strong organizational and time management skills with the ability to prioritize multiple tasks efficiently.
- Conflict resolution and negotiation skills with a customer-focused mindset.
- Proficiency in incident reporting, documentation, and record-keeping.
- Resilience, adaptability, and the ability to remain composed under pressure.
- Commitment to continuous learning and professional development.
Additional Information
- Work flexible 24/7 shifts as required to maintain round-the-clock operational excellence, including nights, weekends, and holidays.
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