Duty Manager - The Ritz-Carlton Abu Dhabi, Grand Canal

Role Overview

Duty Manager at The Ritz-Carlton Abu Dhabi, Grand Canal, operated by Marriott. The role serves as the property Manager on Duty, overseeing all property operations and representing property management in resolving guest and property-related situations.

Role Purpose

Ensure the highest levels of hospitality and service are provided across the property. Manage the flow of questions and direct guests within the lobby, serve as Guest Relations Manager, track service issues, and maintain property operations and guest satisfaction standards.

Key Responsibilities

Property Operations and Guest Relations

• Maintain a strong working relationship with all departments to support property operations and goals.
• Expedite the resolution of any problems that may arise through the general operation of the property.
• Communicate any variations to the established norms to the appropriate department in a timely manner.
• Send copy of MOD report to all departments on a daily basis.
• Strive to improve service performance.
• Ensure compliance with all policies, standards and procedures.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.

Profitability and Financial Management

• Understand and comply with loss prevention policies and procedures.
• Review staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement.
• Determine areas needing cost reduction and program improvement.

Guest Experience Management

• Intervene in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate well-being is preserved.
• Empower associates to provide excellent customer service.
• Provide immediate assistance to guests as requested.
• Serve as a leader in displaying outstanding hospitality skills.
• Set a positive example for guest relations.
• Respond to and handle guest problems and complaints.
• Ensure associates understand customer service expectations and parameters.
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Record guest issues in the guest response tracking system.

Human Resources and Safety

• Participate as needed in the investigation of associate and guest accidents.
• Observe service behaviors of associates and provide feedback to individuals.
• Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrate successes and publicly recognize the contributions of team members.
• Ensure associates are cross-trained to support successfully daily operations.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Understand and, if necessary, implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, and other emergencies.

Qualifications & Experience

• High school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major and 2 years of experience in guest services, front desk, housekeeping, or related professional area.

Additional Information

Marriott International is an equal opportunity employer, welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated and is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.