Duty Manager

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Lebanon - Beirut

DescriptionUnder the guidance of the Front Office Manager assess, evaluate and ensure that long-term and short-term of the department are met.  Support and assist Front Office and all Departments in the hotel to ensure a smooth, prompt and effective service to all guests. Direct and manage Front Office in absence of the Front Office Manager, respectively Assistant Front Office Manager.
The job of Duty Manager is executed satisfactorily when:
\nRevenues, Expenses and Profit is closely monitored and budgeted figures (over)-achieved.\nFinancial Policies and Procedures are supported and followed.\nLQA (Leading Quality Assurance) audit results are 85% and above.\nCSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.\nKESS (Kempinski Employee Satisfaction Survey) results are 85% and above.\n

Key Responsibilities\nEnsures the smooth running of the operations on a day to day basis and in a pro active manner.\nEnsures that as per Kempinski Health & Safety Policy the Fire Exits are free of obstacles.\nSupport and assist all Front Office sections.\nEnsures that all guests receives prompt, cordial attention and personal recognition and resolves related problems.\nInform and co-ordinate with other operating departments e.g. Housekeeping, Engineering, Sales and Butlers of Front Office matters which may concern them.\nCheck all correspondence of the day’s arrivals to familiarize with arrived and arriving guests and their needs, follows up as required.\nControl room availability for walk-ins and establish accountability for guests departure dates and times.\nFollow up with Housekeeping any unresolved room discrepancies.\nMaintain reservation procedures, same day arrivals.\nCheck all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.\nCheck all billing instructions and guest credit for accuracy.  Follow up and resolve related issues.\nMaintains appropriate standards of conduct, dress, uniforms, hygiene, appearance and posture for all departmental employees.\nEnsures that all departmental information is kept accurately and up to date.\nPromotes in house sales and facilities to maximize hotel revenues.\nUnderstand and carries out duties in line with Hotel Emergency Procedures.\nInspects Front and Back of house for cleanliness, Health & Safety and reports any faults to concerned departments.\n


Skills, Knowledge and Expertise\nNationality: Lebanese
Education: Hotel Management or Relevant Degree
Language: Arabic, English, Additional Language is beneficial
Experience:    \nMinimum 5 years Front Office Supervisory position \nPreferably as Section Head in 5 star property.  \nProven track record with good progression.\n  Technical Competencies: \n\nComprehensive Opera knowledge\nComprehensive Micros knowledge\nUp Selling techniques\nMicrosoft Excel and Statistical knowledge\n\nCompetencies:
        To fill this position the candidate must identify with the Kempinski core values, in addition they               should be especially:\nPeople Oriented\nPassionate for European luxury\nEntrepreneurial\nStraightforward\nAdaptability / Flexibility\nConcern for Quality\nManaging Performance\nResults – Oriented\nCustomer Focuse\nAnalytical thinking\n\n

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