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Duty Manager - Ramada Encore Muscat

Location: 

12785, Muscat, OM

Property Name:  Ramada Encore Muscat
Req Id:  7738

Wyndham Hotels & Resorts is now seeking a Duty Manager to join our team at the Ramada Encore Muscat location in Oman.

Job Summary

The role holder, with full support/Synergy and alignment with Direct reports of Guest Service Team Members, & Supervisors, will be responsible for managing the reception team and perform Duty manager shifts as required based on business demand.

Overseeing the daily operation through set processes, ensure that proactive action is taken to ensure the needs of all guests are met and that additional measures are taken to create lasting experiences. Drive high standards and Quality and employee engagement activities with the help of all front line team members. The scope includes maximizing revenue through Upselling program impacting profitability, managing costs and productivity.  

KEY RESPONSIBILITIES
Main Duties
  • Monitors Reception Colleagues to ensure maximum guest satisfaction engaging with guest and prompt cordial attention from arrival through departure
  • Works closely with all team members to ensure Wyndham members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service & Enrolment targets are met.
  • Inspects all VIP rooms prior to arrival, with Loyalty Team if required and Greet VIP and Escort guests personally on arrival/ bidding farewell.
  • Oversees maintenance of efficient repeat guest history system by working closely with Loyalty team, and Promotes Inter-Hotel sales and in-house facilities.
  • Attention to detail on special requests by having updated database on guest profile either captured through glitches, preferences.
  • Handle guest complaints and refer them as necessary to management, follows up on corrective/preventive action
  • Entertains guest within hotel premises for food and drinks with approval from FOM where required in case of guest complains, to gain loyalty.
Other Duties
  • Compiles, analyses existing procedures and performs process renovation to have benefit operation, through project management.
  • Reviews arrival lists for all arrivals and VIPs to check/perform room allocations, amenities, and special requests.
  • Appraises appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary.
  • Organizes and conducts regular meeting for all Reception team to facilitate communications and smooth operations,
  • Prepares efficient work schedule for Reception Team, arranging holidays and vacation by coordinating with AFOM/FOM, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
  • Conducts courtesy calls, driving the guest experience through service quality and continuous improvement.
  • Ensures implementation and compliance of the Company’s Fire, Life and Safety requirements.
  • Conducts market and competitor analysis to be ahead of competition in terms of service delivery.
Human Resources
  • Assists your line manager in talent Reviews taken place as per the communicated timeline and are live in the business
  • Assists your line manager  to ensure 100% compliance with all mandatory training for departments;
  • Assists your line manager  to control the LTO, Absence and Payroll in the Front Office department in conjunction with the HR Leader on property to ensure that any areas of concern and monitored and rectified to meet the HR BSC Targets.
  • Assists your line manager to Conduct interviews for relevant roles in conjunction with HR
  • Ensure that you dine in the team member restaurant at least three times a week and provide HR Leader on property feedback
  • Support WeCom with quarterly People, Community and Sustainability engagement events
Communication
  • Conducted documented 121’s with all direct reports
  • Share all relevant information with your line manager in 121’s
  • Quarterly Hotel Meeting
Finance
  • Plan and track departmental budget  
  • Plan and track departmental holidays and lieu days as per the needs of the business
SKILLS & COMPETENCIES
  • Excellent overall Guest Services and interpersonal skills
  • Excellent leadership, organizational and motivational skills
  • Excellent overall written/verbal communication and time management skills
  • Must be able to effectively coordinate and manage the staff level activities
  • High command of professionalism with pleasant grooming and personality
  • Flexible regarding working schedule including weekends and public holidays

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Count on Me! service culture to be responsive, respectful and deliver a great experience.

 

 

 

EXPERIENCE, CERTIFICATION & EDUCATION
  • At least 4 years’ experience in 4 star hotel industry
  • At least 1 year experience in same or similar role
  • University degree
  • English required, any additional language is an advantage
  • Preferably holder of first aid certificate
  • Knowledgeable about local law, safety and security standards and procedures

 

COMPANY OVERVIEW:
Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Our Company is an Equal Employment Opportunity Employer.

Job Location: Ramada Encore Muscat, Sultan Qaboos Street, Plot 435/26, Block 38NW, Way No. 4011, Building No 847, Muscat 130, Muscat, N/A  N/A
Employment Status: Full-time

What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.