Duty Manager

PARKROYAL on Beach Road, Singapore; Singapore; On-site; SGD 40,176 - 53,568; Full time

Job summary

PARKROYAL on Beach Road, Singapore is seeking a Front Office Supervisor to lead daily operations across front desk sections and related services. You will supervise reception, cashier, telephone, reservations, and PARKROYAL Club activities, ensuring guests are greeted with courtesy and efficiency.

The role includes inspecting VIP rooms, coordinating with department heads, and training staff to uphold service standards. Strong integrity and hospitality experience are essential.

Qualifications

• Minimum five years in a Front Office supervisory role in a hotel.
• Strong customer service orientation with diplomacy.
• Excellent interpersonal and human relations abilities.
• Ability to supervise and manage a team to execute Front Office activities.
• Proven ability to work independently and with integrity.

Responsibilities

• Direct, monitor and supervise day-to-day activities of Front Office sections and other services.
• Ensure prompt, courteous and efficient guest service; handle complaints tactfully.
• Inspect VIP rooms before arrival; escort VIPs and ensure amenities are provided.
• Draw out master keys at shift start using Key Management System.
• Review e-log book messages; initiate correspondence for inquiries and reservations.
• Monitor housekeeping discrepancy reports and take corrective actions.
• Direct security-related duties and coordinate with Security department.
• Authorize rate changes, room changes, paid outs and rebates per policy.
• Train all front desk associates; oversee OJT planning and delivery.
• Monitor room inventory to maximize utilization and revenue.
• Coordinate evacuations during emergencies in absence of Fire Safety Manager.

Skills

Customer service

Interpersonal skills

Teamwork

Integrity

Flexibility

Independence

Education

GCE O/N Level

Tools

Opera Cloud

StayPlease

Job description

PARKROYAL on Beach Road is a modern upscale hotel strategically located at the gateway of Singapore's historic Kampong Gelam district. The hotel operates 346 spacious guestrooms (from 35 sqm), serving leisure, corporate and MICE segments. It's events infrastructure includes two high-ceiling, pillarless ballrooms, supported by function rooms and boardrooms for meetings, conferences and social events.

Guests can enjoy diverse dining experiences, from Halal-certified Ginger, celebrating Southeast Asian and localised flavours, to Club 5, a relaxed lounge serving crafted beverages. Wellness facilities include an award wining St. Gregory spa, panoramic sky-view pool and a fully equipped gym on the hotel's Wellness Floor.

Driven by a passion for people and place, PARKROYAL on Beach Road delivers warm service and authentic local experiences, creating stays that are both meaningful and distinctly Singaporean.

The Role

Position Summary Statement

Direct, monitor and supervise the day-to-day activities of all sections within the Front Office and other services rendered by other operational departments of the Hotel and to ensure smooth operations and customer service satisfaction in line with the established standards and policies of the Hotel.

Primary Responsibilities

• Supervise sections in Front Office, such as reception, cashier, telephone, reservation, concierge and PARKROYAL Club services. Monitor the associates conduct and job performance and to ensure that all associates project a positive corporate image to guests.
• Ensure that guests are attended to with promptness, courtesy and efficiency and that guest complaints are handled with tact and diplomacy. Assist in checking in / out of guests.
• Assist to inspect rooms assigned to VIPs before their arrival. Meet and escort the VIPs to their rooms and ensure that the complimentary amenities are provided. Ensure that General Manager, Hotel Manager and other relevant Department Heads are informed of the VIPs.
• On commencement of shift to draw out individual master key via Key Management System at Security Check Point.
• Check on e-log book messages and follow up actions. Initiate correspondence regarding enquiries, reservations, and complaints.
• Check housekeeping discrepancy report; report any variance and take corrective actions.
• Perform duties pertaining to security such as directing guests reporting incidents, thefts, or any offences to the Security department for assistance and handle matters concerning guest's undesirable conduct in rooms / public areas or undesirable persons loitering around in co-ordination with the security department.
• Authorise rate and room changes, paid outs and rebates according to procedures and credit policies.
• Responsible for training of all front desk associates including planning, organising and conducting OJT.
• Monitor room inventory closely to ensure maximum utilisation of rooms to generate higher revenue.
• Directly responsible for the evacuation of associates and guests during any emergencies eg. Fire in the absence of the Fire Safety Manager.

Talent Profile

• Minimum 5 years working experience in Supervisor/Senior Front Office Receptionist, thoroughly familiar with front office reception fuctions.
• Minimum GCE "O" or "N" Level.
• Good knowledge of Opera Cloud & StayPlease system
• Proven record of working independently
• High customer service focus
• Excellent interpersonal and human relations abiliites
• High levels of flexibility and adaptability
• Strong team playing skills
• Act with utmost integrity
• Able to supervise and manage a team to execute all Front Office activities.