• Posted 23-Nov-2021 (MST)
• Singapore, SGP
• Salary
• Full Time

Position Overview

The Duty Manager manages the daily operations of the front office to ensure efficient functioning of the team in accordance with the department's operating procedures and service standards. The individual develops operations plans, monitors room inventory, and collaborates with other departments on special guest arrangements, manages personalised reception services for VIP guests, implements loyalty programmes and identifies and resolves deviations and irregularities in service operations.

The Role:

Front Office Operations

• Conduct pre-shift briefings to review information pertinent to daily business
• Review daily occupancy, inventory, and guest activities
• Implement operating procedures and service standards for front office operations
• Monitor front office operations to ensure adherence to organisational standards and procedures
• Develop operations plans for front office operations
• Plan manning to suit daily operational needs
• Monitor room inventory levels and reconcile discrepancies
• Collaborate with various departments on guests' special requirements and requests
• Check all VIP arrival rooms and amenities
• Manage personalised reception services for VIP guests' arrivals and departures
• Anticipate the special needs and requests of guests and ensure guests' well-being is taken care of throughout their stay
• Identify and resolve deviations and irregularities related to front office services
• Ensure that the lobby is never left unmanned and kept clean at all times
• Proper handling and recording of complaints and incidences occurring in the hotel

Service & Operational Excellence

• Manage team's service performance in response to guests' needs and requests to ensure guest satisfaction
• Manage service recovery for escalated guests' concerns and feedback
• Build guest relationships to enhance return visits
• Interact with guests to gather feedback on service quality
• Monitor and follow-up on guests' credit status and pending payments to ensure timely collection

Talent Profile:

• Minimum diploma in Hospitality Management
• Minimum 3 years of work experience in supervisory role for front office operations
• Possess in-depth knowledge of hotel reception procedures
• Ability to work in a pressured environment and consistently reach high standards