Resort Assistant Manager (Duty Manager)

Job description

Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

Job Description

·  Oversee the daily Operations of the Front Desk.
·  Coach, lead, guide and direct the efforts of the team of Reception Agents.
·  Provide support to Front Desk Manager in the daily operational duties.
·  Consistently offer friendly, engaging and a service culture that contributes positively to the service provided within our brands.
·  Adhere to the established financial guidelines and control all costs.
·  Regularly review “Open Balance‟ report and ensure that guests in-house have sufficient deposit to cover for their estimated total charges upon departure.
·  Verify and imprint credit cards for authorization/completion/sale using electronic acceptance methods.
·  Overlook the operational house bank.
·  Perform accurate, moderately complex arithmetic functions using acceptable electronic device; including corrections and adjustments in guest folio.
·  Maintain an accurate filing system.
·  Liaise with Front Desk heartists on all outstanding bills and ensure full payment of departing guests.
·  Ensure that the hotel credit policies are adhered to at all times.
·  Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
·  Ensure that team members and one’s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
·  Review all reservations, assign room blockings
·  Constantly check reservations to ensure room availability and special blockings are handled correctly.
·  Perform registration process by obtaining data from guest and by observing the established guidelines.
·  Check all transactions performed by Front Desk heartists during shift and countersign on designated space in the registration card signifying approval.
·  Ensure that repeat guests are pre-registered, when necessary.
·  Update and maintain guest history/profile of all guests.
·  Overlook and drive ALL loyalty and guest recognition programs.
·  Manage the submission of all local government requirements/information concerning hotel guests.
·  Manage the strict control of room keys.
·  Ensure that all rooms which are due to check-out are checked and the daily housekeeping discrepancy reports are resolved.
·  Promotes and follows a safe work environment.
·  Promotes and leads a service driven, results driven work environment.
·  Follows departmental SOP’s (Standard Operating Procedures) including all safety policies.
·  If required, oversee the daily Operations of the Kids Club.
·  Promote all hotel services, offers and facilities and their operating hours.
·  Adhere to Hotel’s Hygiene and HACCP standards and ensure it’s Standard Operating Procedures and Requirements are fully met

Qualifications

·  Passion for guest service.
·  Excellent written and verbal communication, interpersonal and leadership skills.
·  Highly organized, results-oriented with the ability to be flexible and work well under pressure.
·  Degree or Diploma in Hospitality Management is an asset.
·  Fluency in English, secondary language preferred.
·  Minimum of 1 year previous proven supervisory position or equivalent.
·  Must have the ability to handle a multitude of tasks and Guest requests.
·  Knowledge of opera or opera cloud Property Management System an asset.
·  Strong guest service orientation and training skills background required.
·  Ability to work independently and prioritize responsibilities.
·  Experience with a Hotel loyalty program an asset.
·  Computer proficiency in a Windows environment (Word, Excel, PowerPoint).