Duty Manager

Overview

The Duty Manager position at W Hotels in Abu Dhabi involves overseeing guest check-in procedures, ensuring accurate account setup, and coordinating with staff to deliver excellent service. The role demands attention to detail in payment and billing verification, reporting, and guest assistance while maintaining security protocols and company policies.

Key Responsibilities

• Manage guest check-in, verify identification and payment methods, assign rooms, and issue room keys.
• Set up and maintain accurate guest accounts tailored to individual needs, including Marriott Rewards entries.
• Ensure room rates align with market codes and document any exceptions.
• Secure payment before key issuance and verify or adjust guest billing.
• Prepare and review daily operational reports, cashier and closing statements.
• Provide guests with directions and property information, respond to requests, and coordinate staff involvement as necessary.
• Handle all types of payments, vouchers, paid-outs, and charges with accurate balancing and secure receipt handling.
• Count and secure cash bank at shift start and end, obtain manual authorizations when required, and follow accounting procedures.
• Report any guest theft incidents to Loss Prevention/Security.
• Assist management with staff training, evaluation, coaching, and serve as a role model for fair treatment processes.
• Foster positive workplace relationships, support team goals, and address employee concerns.
• Adhere strictly to company policies, report unsafe conditions and accidents, and maintain cleanliness and professionalism.
• Uphold confidentiality of sensitive information and protect company assets.
• Greet and assist guests empathetically, including those with disabilities, and maintain professional communication standards.
• Operate computers and POS systems accurately and efficiently.
• Stand, sit, or walk for extended periods and handle objects weighing up to 10 pounds as part of daily duties.
• Perform additional reasonable tasks as requested by supervisors.

Qualifications

• Minimum education: High school diploma or equivalent (G.E.D.).
• At least one year of related work experience.
• Minimum of one year in a supervisory role.
• No specific licenses or certifications required.

Company Commitment

W Hotels, part of Marriott International, promotes an equal opportunity workplace valuing diverse backgrounds and experiences. The company is committed to non-discrimination on any protected grounds and encourages a culture of curiosity, innovation, and guest-focused service that redefines luxury hospitality globally.