Duty Manager

THE CAPITOL KEMPINSKI HOTEL SINGAPORE; High Street, Penarth; On-site; GBP 28,000 - 34,000; Full time

Job summary

The Capitol Kempinski Hotel Singapore is seeking an experienced Reception Supervisor to oversee daily front desk operations and ensure premier guest service. You will collaborate with Front Office and other departments to maintain high service standards and accurate guest information.

Ideal candidates will have at least 3 years in a similar role, strong English communication, and familiarity with Opera. The role requires a customer-focused, mature approach to handling guest needs and issues.

Qualifications

• Warm, friendly and confident demeanor with good interpersonal skills.
• Must have good command of English.
• Minimum 3 years experience in a similar role.
• Comprehensive Opera knowledge.
• Mature & Customer focused.

Responsibilities

• Plan and supervise the day-to-day operations of the Reception section, including arrivals, departures, room sales, VIPs, groups and crew assignments.
• Ensure guests receive prompt, cordial attention and personal recognition; resolve related problems.
• Handle guest requests and complaints politely and efficiently; instruct staff as needed to ensure satisfaction and follow up on issues.
• Liaise with departments to ensure accurate guest information (rates, room type, billing, requests) and oversee that guests’ requirements are addressed.
• Control room availability for walk-ins and manage departure dates/times accountability.
• Coordinate with Housekeeping to resolve unresolved room discrepancies.
• Maintain reservation procedures and manage same-day arrivals.
• Check arrivals folios, monitor credit standing of walk-in guests, and validate accounts per company instructions.
• Review billing instructions and guest credit for accuracy; follow up on related issues.
• Adhere to Hotel Emergency Procedures and safety protocols.
• Inspect guestrooms daily.
• Respond promptly to operational requests from Front Office and other departments.
• Perform other ad-hoc duties as required.

Skills

Guest relations

English proficiency

Team supervision

Tools

Opera knowledge

Job description

SCOPE

Reporting to the Front Office Manager, the incumbent in the position is responsible for supervising the operations at the reception. He/she will support and assist the Front Office and other departments to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards.

OVERALL OBJECTIVES

• Plan and supervise the day-to-day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
• Ensures that all guests receive prompt, cordial attention and personal recognition and resolves related problems.
• Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.
• Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.
• Control room availability for walk-ins and establish accountability for guests’ departure dates and times.
• Follow up with Housekeeping any unresolved room discrepancies.
• Maintain reservation procedures, same day arrivals.
• Check all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.
• Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues.
• Understand and carries out duties in line with Hotel Emergency Procedures.
• Inspects guestrooms on a daily basis.
• Responds promptly to any operational requests from Front Office and other hotel departments.
• Other ad-hoc duties

REQUIREMENTS

• Warm, pleasant, friendly and confident, with good interpersonal skills.
• Possess good command of English
• Minimum 3 years experience in a similar role
• Comprehensive Opera knowledge
• Mature & Customer focused.