Duty Manager

PHOENIX OPCO PTE. LTD.; Singapore; On-site; SGD 45,000 - 55,000; Full time

Job summary

A new luxury hotel brand in Singapore is looking for a Duty Manager to oversee Front Office operations and ensure exceptional guest experiences. You will assist in managing day-to-day operations, handle guest complaints, and serve as the Manager on Duty. The ideal candidate has 2 to 3 years of relevant Front Office experience, a passion for hospitality, and strong interpersonal skills. Competitive salary packages and opportunities for growth are offered.

Benefits

Market leading, competitive salary packages

Unrivalled opportunities for development and growth

Training and coaching from leading names in global hospitality

Qualifications

• 2 to 3 years of Front Office experience in a hotel, preferably in a managerial role.
• Ability to effectively deal with internal and external customers, requiring patience and diplomacy.

Responsibilities

• Ensure warm arrival and departure experience for guests.
• Sell hotel features and ensure efficient functioning of the Front Office.
• Handle guest complaints and ensure policies are followed.
• Serve as the Manager on Duty and ensure high service standards.

Skills

Calm, efficient and organized

Excellent personal presentation and communication skills

Passion for delivering exceptional levels of guest service

Conflict resolution skills

Education

Minimum Secondary 4 education with GCE ‘O’ level credits in at least 3 subjects

Job description

Are you an experienced player within the Singapore hospitality landscape?

Do you dream of an ever changing, fast paced team environment where you get coaching and development from some of the greatest names in the industry?

We are looking for people just like you!

QT Singapore is our latest and one of the most exciting new openings in our companies history. Our first venture into Asia, bringing the unique QT brand and world class service standards to one of the worlds leading entertainment, dining and travel destinations.

Aside from being involved from the ground up of what will be one of the most talked about new hotel openings in Singapore in 2024, we offer the following incentives to our staff -

• Market leading, competitive salary packages paid above industry rates
• Unrivalled opportunities for development and growth
• Training and coaching from leading names in global hospitality leadership
• A commitment to employees that work-life balance being paramount to a successfully performing team

We are looking for that ‘Top 1%’, the best of the best, the ‘Names’ in the Singapore hospitality scene. We want you to be front and centre standing tall and sharing your flair, wisdom and individuality to launch a completely new brand to the market.

You have been looking for that chance to take your already incredible career to even greater heights, we can give that to you!

The Scope:

The Duty Manager assists the Front Office Manager in the administration and management of all Front Office operations to ensure profitability, control costs and quality standards, ensuring total guests’ satisfaction. This role efficiently coordinates the day-to-day operation, providing leadership at the frontline level.

Job Responsibilities:

Operations

• Ensure a warm and genuine arrival and departure experience for all guests.
• Ensure proper, efficient and profitable functioning of the Front Office.
• Actively sell the hotel features, promotions and facilities to hotel guests and visitors ensuring to promote the brand to the best of their ability.
• Effective organisational communication with other departments
• Coordinate with Security with regards to any criminal acts or suspicious guest.
• Personally welcome guests in VIP guest, as well as repeat guests; recognize and anticipate their individual needs
• Ensure that policies and procedures of the Hotel are properly understood and followed through
• Handle guest complaints and comments relating to the department tactfully
• Liaise with the respective employees to co-ordinate on staffing levels according to daily movements
• Perform any other reasonable duties as required by the Front Office Manager
• Monitor credit high balance
• Monitor Open Balance & PM Accounts

Leadership

• Serve as the Manager on Duty and available to guests at all times
• Present and act as the face of the hotel and become the hotels ambassador
• Initiates new procedures to increase efficiency, productivity and maximum guest satisfaction
• Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of the team.
• Ensure a high level of service is maintained with all staff understanding and implementing the Hotels service values
• Ability to anticipate problems and take effective action achieving resolution. Proactively resolving guest requests and issues in a timely manner
• Investigate complaints, address the department concerned and respond to guest.
• Be empowered to rectify and resolve any guest requests or issues that may arise whilst on shift
• Train colleagues on new work processes, understanding of policies and procedures
• Perform aspects of human resources and training functions, including coaching, counselling, training, disciplinary actions, etc., for Front Office Executives
• Provide input into the decision of relocating guests when the hotel is over booked with minimum damage to hotel goodwill and reputation.

Administration

• Maintain all department files and ensure that paperwork is kept to a minimum.
• Raise accurate and detailed duty log entries for all incidents and occurrences in the hotel.
• Review the Daily Arrival Report for today and the following two days to ensure accuracy of information, history, services and amenities accorded
• Identify training needs and implements effective trainingprogram
• Ensure effective communication via briefing, weekly update and monthly brainstorming within the department
• Handle, record and report all incidents which have occurred in the hotel. These incidents can either affect an employee, third party, event based incidents or evacuation of the hotel.

Qualification:

• Minimum Secondary 4 education with GCE ‘O’ level credits in a minimum 3 subjects

Experience:

2 to 3 years of Front Office experience in the hotel, preferably with experience in a managerial role

Key Competencies:

• Calm, efficient and organized
• Excellent personal presentation and communication skills
• A passion for delivering exceptional levels of Guest service
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts
• Thorough organization and supervisory skills.
• Proficient in accomplishing tasks.
• Able to work under pressure and deal with stressful situations during busy periods.
• Conflict resolution skills.
• Ability to listen effectively and comprehend the English language to understand and obtain instructions and information
• Ability to observe and detect signs of emergency situations