Duty Manager - Night Shift

From high-octane lobby socialising to events, celebrations, and business conclaves, every venue pulses to the electric Mondrian beat. With food and nightlife venues spread across eight different locations on the property, there is nothing like Mondrian Doha in the entire region.

What do we expect from you?

Under the general guidance of the Director of Front Office or any other authorized by the management, be an EDGE Ambassador and ensure that EDGE (Engaging Dynamic Guest Experience, representing the core values of Mondrian Doha on which all Mondrian hotels and staff are focused) is visible in all aspects of Front Office.

 How your day looks like?

• Take ownership and responsibility for Night Duty Management shifts
• Record in the Duty Log all/any incidents that occur in the hotel and follow up with the Front Office Director and/or Hotel Manager
• Report any accident, incident, theft for both internal and external guests, and liaise with Security & Safety Manager as appropriate
• Knowledge of all arrivals and departures, using guest name at all times
• Check current day arrivals and departures, taking appropriate action in the event of fully booked situations
• Fully conversant with current availability situation at any given time, and also future availability
• Complete knowledge of all features and services (including Food & Beverage outlets, spa/gym - menu/price/promotions/hours)
• Fully conversant with all hotel room types, numbers, layout, locations, rates
• Fully conversant with special packages, short and long-term promotions (hotel, outlets, spa)
• Liaise with Housekeeping and Engineering as required for Out Of Order rooms
• Ensure accuracy of input into reservation/front desk systems, and content/legibility of registration cards
• Manage upselling opportunities, email capture and other Front Office initiatives
• Ensure all necessary supplies are available for the Front Desk in order to work efficiently and oversee ordering/completion of Purchase Orders in line with hotel policies and procedures
• Respond to all issues/feedback raised in internal and external reports, including InnsQore mystery guest programme, Sterling guest surveys, TripAdvisor reports, and liaise with Front Office Director and hotel management as appropriate
• Undertake and complete any special projects, tasks or other reasonable request by Front Office Director and/or Hotel Manager
• Meet and welcome regular, global card holders and VIP guests
• Ensure Front Door entrance is covered at all times
• Ensure guest privacy and security, respecting confidential information
• Maintain and effectively utilize guest profiles through GuestWare and fully support collection of preferences and Customer Recognition Programme (CRP) role
• Ensure all guest special requests are followed through and administrated
• Ensure Front Desk Agents are fully conversant with correct policies and procedures for: Reservation enquiries and booking requests, allocation of rooms, pre-allocation and handling of Group arrivals, registering guests, offering assistance with luggage and/or escort to guestrooms, VIP guests/walk-ins, and handling complaints/feedback.
• Completion of weekly/monthly/other rotas and Purchase Orders, including Fourth
• Follow up on any doubtful accounts passed on by Front Desk Agents
• Authorize and sign paid outs, corrections, adjustments and cashier’s banking
• Be fully involved in the preparation of departmental and hotel budgets as well as any other financial reports if requested

• 3 - 5 years' experience within Luxury Front Office.
• Strong communication skills and attention to detail.
• Exhibit professionalism, fairness, and responsibility in every conversation.
• Prefered Arabic Speaker