Duty Manager (Italian Speaker) - #88523

The First Group


Date: 23/06/2022
City: Dubai, Dubai
Contract type: Full time
The First Group
Overview: Our Company – Wyndham Hotels & Resorts
Welcome to the largest hotel company in the world. At Wyndham Hotels & Resorts, our Team Members have the opportunity to explore both personal and professional development opportunities throughout their careers. 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
With nearly 9,000 hotels across the globe and through its network of nearly 790,000 rooms appealing to the everyday traveler, Wyndham commands a leading presence in both the economy and midscale segments of the hospitality industry. The company operates a portfolio of 20 hotel brands, including Super 8®, Days Inn®, Ramada®, Microtel Inn & Suites®, La Quinta®, Wingate®, AmericInn®, Hawthorn Suites®, The Trademark Collection® and Wyndham®. The Company’s award-winning Wyndham Rewards® loyalty program offers more than 56 million enrolled members the opportunity to redeem points at thousands of hotels, condominiums and holiday homes globally. For more information, visit www.wyndhamhotels.com
Our Brand – Wyndham®

With friendly service, thoughtful amenities, and a range of options for the everyday traveler, Wyndham will be there to welcome you wherever you go. Designed for business and leisure travelers alike, Wyndham locations offer a comfortable and convenient stay. No matter where your travels take you, our hotels welcome you with thoughtfully appointed guest rooms, a range of food and beverage options, and extras like pools and fitness centers
Our Hotel – Wyndham Dubai Marina

Embrace the energy of the cosmopolitan playground that is Dubai with stays at Wyndham Dubai Marina, a 4-star hotel located in one of the city’s most vibrant locations. Gaze into the waters of the world’s largest man-made marina surrounded by striking architecture
From the moment you step into our spectacular marble lobby, you know you’re somewhere special. Wyndham Dubai Marina is an internationally recognized 4-star hotel, conveniently situated just steps from Dubai’s most prominent landmarks such as The Beach and The Walk JBR, Dubai Marina Mall, and largest observation wheel in the world - Ain Dubai, soon to be completed
The hotel features a spa, gymnasium, outdoor pool and great food and beverage outlets including a coffee shop, a club lounge, an International all-day dining restaurant with al fresco dining serving Italian specialties, and a bar and eatery serving smoked meats and specialty beverages
Work Culture and Benefits

Embark on a rewarding career with Wyndham Dubai Marina where you will be supported throughout your professional journey with tailored learning opportunities and development training. We are committed to providing a nurturing environment where all of our team members can explore personal and professional development opportunities throughout their tenure with us. We offer a variety of leadership training, mentoring opportunities, and educational support to continually foster a culture of diversity and inclusion
We are committed to attracting, motivating, and retaining talented team members who align with our company’s core values. We are proud to reward our team members with comprehensive benefit programs and resources which include: return air tickets to home destination, uniform and laundry services, accommodation and recreation facilities, medical coverage and life insurance, transportation, duty meals, colleague discount in our F&B outlets and reduced hotel rates, enhanced employee rewards program, team bonding and engagement events, employee health and wellness activities Job Description:
  • Ensures exceptional personalized service to our VIP-FCP (First Collection Person) guests.
  • Reviews guest complaints and feedback to ensure that mistakes are changed after the first complaint. Finding solutions to issues alongside the Departmental Managers.
  • Runs operational audits and checks on Front desk, housekeeping, F&B on service, time, quality and up selling monthly with feedback on how to train and gain consistency.
  • Checks guests in and out, Handles and takes reservations, Handles guest’s special requests and customer complaints during shift when required.
  • Works on a shift rotation to ensure all shifts are covered within the Hotel.
  • Investigates and handles complaints, disturbances, emergencies, etc. during shift.
  • Attends and contributes to daily meetings to maintain favourable working relationships among team players and promote maximum morale, productivity, and efficiency.
  • Thinks outside of the box with regards to ‘wowing the guests’.
  • Trains all relevant team players on the various online platforms, systems and equipment.
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Maintains strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
  • Intervenes in any guest/team player situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and team player well-being is preserved.
  • Ensures that regular on-going communication is happening with team players to create awareness of TFC programs and communicate expectations, recognizes performance, and produces desired results.
  • Provides services that are above and beyond for guest satisfaction and retention.
  • Courtesy calls to new guest arrivals for loyalty members and VIP’s.
  • Reviews personalised amenities for each guest based on the data that we have for each guest. All amenities to be a wow for the guests.
  • Supports the operation in their peak periods. Breakfast time / check out time and heavy event periods.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Participates in the development and implementation of corrective action plans to improve guest satisfaction and brand compliance.
  • Brand audit to be conducted for front of house areas as requested by line manager.
  • Runs Guest reviews meetings alongside the Front Office Manager to ensure that the action plans are completed and followed up during the month for immediately change.
  • Reports trends and patterns of operations / brand concerns and improvements to Front Office Manager with regards to areas of concern/improvement.
  • A key driver in the upselling program, a mentor and coach for the line team players.

Finance
  • Works collaboratively with FOM in preparing the expenses budget, and ensures that there are measures in place to manage each expense in line with our budget through efficiency in operation.
  • Ensures vacation, Public Holidays and lieu days are used to the needs of the business.
  • Ensures that the payroll is submitted to HR on the agreed date.
Desired Skill & Expertise:

  • Excellent communications skills with Proficiency in speaking and writing Business English
  • Team player with excellent planning & organizing skills
  • Able to work flexible working hours with rotating shifts
  • Pleasant personality with good problem-solving skills

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