Duty Manager

KECK SENG HOTEL PTE LTD; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading hotel establishment in Singapore is seeking a dedicated professional to oversee hotel operations and ensure exceptional customer service. The ideal candidate will effectively supervise Front Office associates, manage daily hotel functions, and handle guest feedback. Previous experience in hotel management is required, along with strong leadership skills in a fast-paced environment.

Qualifications

• Proven experience in hotel management or a related field.
• Ability to supervise and motivate a team.
• Strong communication and interpersonal skills.

Responsibilities

• Support management in achieving hotel objectives and profitability.
• Supervise Front Office associates and ensure quality service.
• Manage hotel operations in the absence of senior management.
• Respond to guest inquiries and handle feedback efficiently.

Skills

Customer service excellence

Crisis management

Operational supervision

Team leadership

Job description

BASIC FUNCTION

• Supporting management team in delivering successful operations, achieving the hotel objectives and improving revenue profitability.
• Supervise duties for all Front Office associates.
• Ensure all associates provide excellent customer service at all times, and to make sure that customers are satisfied with the products or services the organization offers, and to deal with customer feedbacks.
• Accountable full responsibility for the entire hotel operations including Rooms, F&B and Security management in the absence of the General Manager and all other Senior Managers of the hotel.

DUTIES & RESPONSIBILITIES

Daily

• Responsible for all activities of the Front Office as well as other hotel activities relating to the effective and efficient operations and day-to-day running of the hotel.
• Familiarize with all room situations of the hotel and competitors, all room types and rates, promotions and new package plans.
• Awareness and monitoring closely of room situation, expected occupancy, VIP arrivals, forecast, promotions, banquet and conference events.
• Ensures accurate room assignment for VIP arrivals and/or any special arrangements.
• Conduct room inspections for VIP arrivals. Look out for defects and makes necessary reports to the respective departments.
• Checks on the event board for the day to ensure all signage of events are correctly displayed.
• Ensures proper log of all incidents pertaining to the hotel on daily basis for Management reporting with appropriate details and take necessary actions to avoid future recurrence.
• Assisting associates at the Front Desk/Bell Counter or any other areas/sections of the hotel whenever required.
• Check and supervise all Front Office associates on tasks that have been assigned to them and accord guidance whenever required.
• Authorize the acceptance of cheques, cash advance, rebates and refunds on the basis of procedures established.
• Check on Housekeeping discrepancies (skip/sleep) reports and physically inspect or verify the discrepant status and execute necessary actions or follow-up.
• Co-ordinate closely with Security associates in the investigation of any irregular activities during the period of duty.
• Must possess confident calibre to handle emergencies and crisis situation.
• Withhold confidential information from the press or public with an aim to preserve and protect the Hotel’s image and reputation after any occurrence of crisis. Ensures all questions from the press are politely and tactfully directed to the Marcom Manager.
• Maintain and ensures cleanliness and orderliness at the Front Desk and all areas of the lobby and public areas. Initiates corrective actions deemed necessary.
• Attends to all guests’ inquiries, feedbacks and compliments and attend to guests’ need promptly, efficiently and in a professional manner.
• Review Front Office policies and procedures and emergency action plans with the Assistant Front Office Manager/Senior Duty Managers to ensure contents are kept current and up to date.
• Handing over swiftly any outstanding items and issues encountered or anticipated to the next Duty Manager by clearly documenting them in the Duty Manager’s Logbook when necessary.
• Conduct daily briefing and brainstorm to all associates.
• Perform other duties that assigned by the Management.

• Weekly

  - Assign and approve duty roster for all Front Office associates.

• Monthly

  - Attend monthly Front Office meeting and provide solution and open discussion during day to day operation.

• Yearly

  - Ensure Hotel Vision, Mission and Core Value are met and executed accordingly. Guide associates who in doubt.