Duty Manager

Overview

The Duty Manager plays a pivotal role in ensuring smooth guest service operations at the Sheraton Hotel in Dubai. Responsibilities include managing guest check-ins and payments, resolving service issues, coordinating room readiness, and supporting staff management to uphold service quality and guest satisfaction.

Primary Responsibilities

• Assist staff in expediting resolution of payment issues such as credit card processing problems.
• Follow up with guests to ensure their concerns and service issues are satisfactorily addressed.
• Manage all guest check-in procedures including confirming reservations, room assignments, and issuing room keys.
• Process various payment forms including room charges, cash, checks, debit, and credit transactions.
• Set up accurate guest billing accounts including shared accounts and separating charges appropriately.
• Anticipate high occupancy scenarios and arrange alternative accommodations when necessary.
• Block rooms in the system and identify special requirements or requests from guests.
• Coordinate with various departments like Housekeeping and Bellperson to resolve guest requests and monitor room readiness.
• Review shift logs and document important information during the shift.
• Conduct cash management duties including counting bank at start/end of shifts and ensuring receipt balancing per accounting standards.
• Support management in employee hiring, training, scheduling, evaluations, coaching, and discipline, embodying fair treatment principles.
• Report any safety incidents and complete required safety certifications.
• Uphold company policies, maintain professional appearance, and protect confidential information.
• Communicate clearly and professionally with guests and colleagues, maintaining positive working relationships.
• Meet quality expectations and adapt to physical demands as necessary.
• Perform additional reasonable tasks as assigned to support operational needs.

Qualifications and Experience

• Minimum education: High school diploma or equivalent (G.E.D).
• At least one year of related work experience is preferred.
• No supervisory experience required.
• No specific licenses or certifications required.

Additional Information

This position is located at Sheraton Hotels & Resorts on Sheikh Zayed Road, Dubai, operating full-time onsite with no remote work option. The role belongs to the Rooms & Guest Services Operations category and is designated as non-management. The employer is committed to equal opportunity and values diversity, welcoming individuals from all backgrounds and emphasizing a collaborative and inclusive workplace culture.