Duty Manager

Our Associate Experience: We believe exceptional work deserves exceptional care. At Rosewood Doha, we offer a thoughtfully designed associate experience that supports your wellbeing, growth and life beyond work. This includes:

• High-quality associate accommodation in prime locations in the heart of Lusail and the Pearl
• A birthday day off (because your milestones matter!)
• Personalized development plans and continuous learning opportunities to support your career journey

These benefits reflect our commitment to creating an environment where you thrive professionally and personally while building a meaningful career with us.

Your Role: Essential Duties and Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment.
• Use equipment only as intended.
• Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments, and location. All room rates, special packages, and promotions. Daily house counts and expected arrivals/departures. Room availability status for any given day. Scheduled in-house group activities, locations, and times. All hotel and departmental policies and procedures.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all associates are knowledgeable of such.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and forecasts.
• Ensure that associates report to work as scheduled.
• Document any late or absent associates.
• Coordinate breaks for associates.
• Assign work duties to associates.
• Conduct pre-shift meeting with associates and review all information pertinent to the day's business.
• Inspect grooming and attire of associates; rectify any deficiencies.
• Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor associate s performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk associates
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are addressed.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express checkouts are processed through the system.
• Monitor the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist associates with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
• Contact newly registered guests after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.
• Document each call according to procedures.
• Ensure security of guestroom access.
• Monitor and ensure that all cashiering procedures comply with Finance policies and standards: Shortages/overages Late charges Petty cash/paid outs Adjustments Posting charges Making change for guests Cashing personal/travelers checks Payment methods/processing Settling accounts Closing reports Cashier reports Balancing receipts Dropping receipts Securing banks
• Review previous night's no-shows, verify and ensure billing of such.
• Assist Finance in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Assist associates with expediting problem payments.
• Review the arrival report for accuracy and completeness.
• Check printed registration cards for information on arrival report; rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards.
• Monitor VIP arrivals; greet and escort them to their room.
• Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special request report and block according to specifications.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
• Print and review master s for departed groups; check accuracy and distribute to Finance.
• Review flag reports and follow up accordingly.
• Review requests for late checkouts and approve according to occupancy.
• Communicate this information to Housekeeping.
• Ensure all closing duties for associates are completed before associates sign out.
• Provide feedback to associates on their performance.
• Handle disciplinary problems and counsel associates.
• Foster and promote a cooperative working climate, maximizing productivity and associate morale.
• Document pertinent information in department logbook.

Desired Candidate Profile

Essential Duties and Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment.
• Use equipment only as intended.
• Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments, and location. All room rates, special packages, and promotions. Daily house counts and expected arrivals/departures. Room availability status for any given day. Scheduled in-house group activities, locations, and times. All hotel and departmental policies and procedures.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all associates are knowledgeable of such.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and forecasts.
• Ensure that associates report to work as scheduled.
• Document any late or absent associates.
• Coordinate breaks for associates.
• Assign work duties to associates.
• Conduct pre-shift meeting with associates and review all information pertinent to the day's business.
• Inspect grooming and attire of associates; rectify any deficiencies.
• Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor associate s performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk associates
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are addressed.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express checkouts are processed through the system.
• Monitor the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist associates with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
• Contact newly registered guests after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.
• Document each call according to procedures.
• Ensure security of guestroom access.
• Monitor and ensure that all cashiering procedures comply with Finance policies and standards: Shortages/overages Late charges Petty cash/paid outs Adjustments Posting charges Making change for guests Cashing personal/travelers checks Payment methods/processing Settling accounts Closing reports Cashier reports Balancing receipts Dropping receipts Securing banks
• Review previous night's no-shows, verify and ensure billing of such.
• Assist Finance in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Assist associates with expediting problem payments.
• Review the arrival report for accuracy and completeness.
• Check printed registration cards for information on arrival report; rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards.
• Monitor VIP arrivals; greet and escort them to their room.
• Work closely with housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special request report and block according to specifications.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
• Print and review master s for departed groups; check accuracy and distribute to Finance.
• Review flag reports and follow up accordingly.
• Review requests for late checkouts and approve according to occupancy.
• Communicate this information to Housekeeping.
• Ensure all closing duties for associates are completed before associates sign out.
• Provide feedback to associates on their performance.
• Handle disciplinary problems and counsel associates.
• Foster and promote a cooperative working climate, maximizing productivity and associate morale.
• Document pertinent information in department logbook.
• Complete all paperwork and closing duties.
• Review status of assignments and any follow-up action with on-coming Supervisor.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk associates to ensure a quality operation.
• Performs other duties as assigned by Manager.
• Supervise Receptionists, assisting them with issues that may arise and ensuring that all tasks are completed following Rosewood Standards.
• Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times.
• Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy.