Duty Manager - Egyptians only

Application Deadline: 30 March 2025

Department: Rooms Division, Front Office & Guest Services

Location: Egypt - Cairo

Description

Royal Maxim Palace Kempinski

SCOPE:
Under 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.

OVERALL OBJECTIVES:
The job of Duty Manager is executed satisfactorily when:

• Revenues, Expenses and Profit is closely monitored and budgeted figures (over)-achieved.


• Financial Policies and Procedures are supported and followed.


• LQA (Leading Quality Assurance) audit results are 85% and above.


• CSS (Customer Satisfaction Survey) results are rated on an average with "5" and above.


• ESS (Employee Satisfaction Survey) results are 85% and above.

Key Responsibilities

MAIN RESPONSIBILITIES

• Ensures the smooth running of the operations on a day to day basis and in a pro active manner.


• Ensures that as per Kempinski Health & Safety Policy the Fire Exits are free of obstacles.


• Support and assist all Front Office sections.


• Ensures that all guests receives prompt, cordial attention and personal recognition and resolves related problems.


• Inform and co-ordinate with other operating departments e.g. Housekeeping, Engineering, Sales and Butlers of Front Office matters which may concern them.


• Check all correspondence of the day's arrivals to familiarize with arrived and arriving guests and their needs, follows up as required.


• Control room availability for walk-ins and established accountability for guests departure dates and times.


• Follow up with Housekeeping any unresolved room discrepancies.


• Maintain reservation procedures, same day arrivals.


• Check all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.


• Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues.


• Maintains appropriate standards of conduct, dress, uniforms, hygiene, appearance and posture for all departmental employees.


• Ensures that all departmental information is kept accurately and up to date.


• Promotes in house sales and facilities to maximize hotel revenues.


• Understand and carries out duties in line with Hotel Emergency Procedures.


• Inspects Front and Back of house for cleanliness, Health & Safety and reports any faults to concerned departments.


• Inspects guestrooms on a daily basis.


• Co-ordinates/Assists security personnel in all related matters.


• Responds promptly to any operational requests from Front Office and other hotel departments.


• Attends to referred and unsolved problematic situations.


• Co-ordinates and assists with accommodation and transportation of guests in overbooked situations.


• Completes VIP, delegations and group leaders welcome and farewell as appropriate.


• Conduct efficient hand-over with coming Manager.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.



Skills, Knowledge and Expertise

NATIONALITY: Eligible for a working permit in country of hire.
EDUCATION: Higher College.
Hotel Management.

EXPERIENCE: To fill the position, one of the following is required:

• Minimum 5 years Front Office Supervisory position


• Preferably as Section Head in 5 star property.


• Proven track record with good progression.


• Mature & Customer focused.

LANGUAGE: Ability to work and communicate in a multinational environment:

• Local language – excellent oral and written skills (as applicable)


• English – excellent oral and written skills


• Additional language - beneficial

COMPETENCIES: Include the skills the candidate must have to fill this
position

• Adaptability / Flexibility


• Concern for Quality


• Initiative


• Managing Performance


• Results – Oriented


• Cross Cultural Sensitivity


• Interpersonal skills


• Customer Service Orientation


• Written skills


• Friendly and caring


• Analytical thinking

TECHNICAL COMPETENCIES: Computer literacy adapted to the field of training:

• Comprehensive Opera knowledge


• Comprehensive Micros knowledge


• Up Selling techniques


• Microsoft Excel and Statistical knowledge

INDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:

• People Oriented


• Passionate for European luxury


• Entrepreneurial


• Straightforward


• Motivating


• Problem solving & Decision making


• Adaptability/ Flexibility


• Concern for quality


• Initiative


• Managing performance


• Results oriented


• Cross cultural sensitivity


• Customer service orientation


• Listening and Communication Skills


• Writing skills


• Stress Management


• Resourcefulness

OTHER SKILLS: Depending on region and property.