Kerja Sepenuh Masa Hotel duty manager, Gaji tinggi SGD 4,000 di K2 MANAGEMENT & CONSULTANCY PTE. LTD. West Region (Singapore) - Maukerja

Position Summary

The Duty Manager is responsible for the overall management of the Front Desk operation, guest services, reservations administration, daily revenue controls, and Front Desk staff performance.

The role ensures that all reservations, guest documentation, payments, communications, and daily operational tasks are completed accurately and on time.

Key Responsibilities

1. Front Desk Operations

Manage the daily Front Desk operation and ensure proper coverage for all shifts.

Ensure smooth guest check-in and check-out.

Handle guest enquiries, requests, complaints, and service recovery.

Ensure Front Desk staff provide professional and consistent customer service.

Monitor daily arrivals, departures, stayovers, room changes, extensions, and special requests.

Ensure proper shift handovers and follow-up of outstanding matters.

2. Reservations & Cloudbeds

Monitor all new reservations received through:

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Agoda

Expedia and other OTAs

Direct bookings

Email

WhatsApp/telephone

Ensure every reservation is correctly reflected in Cloudbeds.

Verify guest names, dates, room types, rates, payment status, remarks, and booking documents.

Ensure required documents are uploaded to Cloudbeds immediately.

Check for reservations or documents that have not been properly migrated or uploaded.

Prevent duplicate bookings, missing bookings, incorrect room allocation, and reservation errors.

3. Daily Revenue & Payment Control

Ensure all accommodation charges are correctly posted.

Check credit-card charging and outstanding payments daily.

Follow up on declined cards and unpaid reservations.

Reconcile OTA payments, direct payments, cash, and other payment methods.

Identify incorrect rates, unauthorized discounts, or revenue leakage.

Escalate discrepancies to Management immediately.

Ensure staff do not manually override rates or provide unauthorized discounts.

4. Rate & Inventory Control

Check that the correct rates and room availability are displayed across Cloudbeds and OTA channels.

Monitor sold-out dates, low inventory, and unusual booking patterns.

Inform Management of significant pickup, cancellations, or occupancy changes.

Ensure promotions and discounts are correctly applied and not unintentionally stacked.

Flag any booking where the effective discount appears excessive or inconsistent with approved pricing.

5. Email & Guest Communication

Ensure hotel emails are checked and responded to throughout the day.

Ensure booking-related emails are actioned rather than simply read.

Upload documents and update reservations immediately when information is received.

Maintain professional and timely communication with guests.

Follow up on unanswered guest requests and unresolved cases.

6. Team Management

Supervise and train Front Desk staff.

Prepare or coordinate Front Desk duty rosters.

Allocate daily responsibilities clearly.

Monitor attendance, punctuality, grooming, conduct, and productivity.

Conduct proper shift briefings and handovers.

Coach staff when SOP standards are not followed.

Report repeated negligence, misconduct, or performance problems to Management.

7. Daily Control Checklist

The Front Desk Manager must ensure completion of all daily tasks, including:

Reservation checks

New booking verification

Cloudbeds updates

Document uploads

Guest registration/documentation

Card charging

Outstanding payment follow-up

Cash reconciliation

OTA reconciliation

Arrival/departure checks

Email follow-up

Guest request follow-up

Shift handover

Incident reporting

Daily operational reporting

Tasks should not be carried forward to the following shift or following day without a documented reason and proper handover.

8. Guest Experience

Monitor guest satisfaction throughout the stay.

Resolve complaints promptly and professionally.

Coordinate with Housekeeping and Maintenance on guest-related issues.

Follow up after complaints to ensure resolution.

Identify opportunities for upselling, extensions, direct repeat bookings, and additional hotel revenue.

9. Coordination with Housekeeping & Maintenance

Communicate room status accurately with Housekeeping.

Prioritize rooms required for arriving guests.

Report maintenance defects immediately.

Follow up until defects affecting guests or room availability are resolved.

Ensure rooms are not unnecessarily blocked or kept out of inventory.

10. Reporting to Management

Provide Management with clear reporting on:

Daily occupancy

ADR

Room revenue

Pickup

Cancellations

No-shows

Outstanding payments

Operational incidents

Guest complaints

Maintenance issues affecting room sales

Staff performance issues

Uncompleted tasks

Revenue discrepancies

Accountability

The Front Desk Manager is accountable for ensuring that Front Desk SOPs are actually carried out, not merely assigned.

Where a task is delegated, the Front Desk Manager remains responsible for checking that it has been completed correctly.

Any significant financial discrepancy, missing reservation, payment issue, guest complaint, security incident, or breach of SOP must be reported to Management immediately.

Key Performance Indicators

Performance may be assessed based on:

100% daily reservation verification

100% required guest-document upload compliance

100% daily payment and card-charging review

Minimum unresolved Front Desk tasks at end of shift

Accuracy of cash and payment reconciliation

Response time to guest communications

Guest review scores and complaint resolution

Reduction in booking and operational errors

Front Desk staff productivity and SOP compliance

Upselling/direct-booking conversion

Control of unauthorized discounts and revenue leakage

Authority

The Front Desk Manager may:

Allocate Front Desk duties.

Require staff to correct incomplete work.

Arrange operational priorities between Front Desk, Housekeeping, and Maintenance.

Handle standard guest recovery within limits approved by Management.

The Front Desk Manager may not introduce new discounts, complimentary stays, refunds, rate overrides, or significant compensation without Management approval unless specifically authorized under an existing SOP.

Reporting Line

Reports to: General Manager / Operations Manager / Management

Supervises: Front Desk Officers, Guest Service Officers, Receptionists and other Front Desk personnel.