Duty Manager

Changi Travel Services Pte Ltd; Singapore; On-site; SGD 58,000 - 80,000; Full time

Job summary

Changi Travel Services Pte Ltd is seeking a Front Office Leader to oversee operations during assigned shifts in a transit hotel environment. You will lead receptionists, manage desk coverage, and ensure seamless guest experiences across 24/7 operations.

The role requires strong decision-making, effective communication, and the ability to handle complex guest situations while maintaining service standards. Rotating shifts and a 5-day work week are involved to support peak periods and guest needs.

Qualifications

• Experience in front office leadership or duty management within hospitality.
• Strong decision-making and the ability to manage shifts independently.
• Excellent communication and calm under pressure in a high-activity environment.

Responsibilities

• Own front office operations for the assigned shift and lead receptionists.
• Monitor guest journey and resolve escalated issues during the shift.
• Coordinate with housekeeping on room status and availability.
• Provide on-the-job training and coaching to receptionists during live operations.
• Address performance or conduct issues promptly with documentation.
• Oversee billing accuracy, cash handling, and shift closures within policy.
• Prepare clear shift handovers and report operational risks to the Front Office Manager.
• Act as primary contact for security and safety matters during the shift.

Skills

Front office leadership

Shift management

Guest handling

Service recovery

Team coaching

Decision making

Operational compliance

Job description

Note to Applicants: This role is based in a transit hotel environment, supporting guests with short-stay and time-based bookings.

This is a 5-day work week with rotating shifts. Kindly note that the hotel operates 24 hours a day, so the role will include different shifts, including night shifts where required.

Key Responsibilities

1. Front Office Leadership and Shift Accountability

• Take full responsibility for front office operations during the assigned shift.
• Lead and support receptionists directly, providing clear direction in the absence of front office supervisors.
• Manage desk coverage, task allocation and break scheduling to maintain service levels at all times.
• Maintain overall control of the front desk environment, pace and professionalism.
• Step in proactively during high-pressure situations to stabilise operations

2. Guest Experience Oversight and Service Recovery

• Monitor the guest journey from arrival to departure and intervene when issues escalates beyond receptionist authority.
• Handle complex guest complaints, sensitive situations and service failures personally.
• Apply service recovery measures responsibly, balancing guest satisfaction with hotel policies and operational constraints.
• Ensure guest issues are fully resolved and followed through during the shift.

3. Room Flow, Availability, and Operational Decisions

• Maintain close coordination with housekeeping to monitor room status, readiness and prioritisation.
• Make informed decisions regarding early arrivals, late departures, room moves, and upgrades within approved guidelines.
• Balance guest expectations with operational capacity to avoid overpromising during peak demand.
• Adjust plans quickly during irregular operations such as flight disruptions or sudden demand spikes.

4. Training, Coaching, and Team Development

• Provide on-the-job training and guidance to receptionists during live operations.
• Coach team members on guest handling, system accuracy, billing procedures, and professional conduct.
• Support onboarding of new receptionists through supervision and feedback.
• Identify skill gaps or recurring errors and recommend additional training to the Front Office Manager

5. Performance Management and Discipline

• Monitor individual and team performance during the shift.
• Address performance or conduct issues immediately and professionally.
• Reinforce service standards, accuracy expectations and compliance requirements.
• Escalate repeated performance concerns with clear documentation and examples.

6. Financial Control, Compliance, and Risk Management

• Oversee front office billing accuracy, cash handling and shift closure processes.
• Approve refunds, allowances and adjustments within authorised limits and ensure proper documentation.
• Review discrepancies and ensure corrective action is taken promptly.
• Support audits, investigations and compliance with financial and operational controls.

7. Communication, Reporting, and Team Discipline

• Prepare clear and concise shift handovers outlining key events, decisions and unresolved issues.
• Communicate operational risks, guest escalations and irregular situations to the Front Office Manager in a timely manner.
• Address performance or conduct issues immediately and escalation ongoing concerns appropriately.
• Promote a calm, professional working environment through leadership by example.

8. Security, Safety, and Risk Management

• Act as the primary front office contact for security and safety matters during the shift.
• Respond to incidents, suspicious behaviour, or emergencies in line with procedures.
• Ensure guest information is protected and confidentiality standards are maintained.
• Coordinate with Security and other departments during emergency situations.

Qualifications & Requirements

• Previous duty management or front office leadership experience preferred to ensure familiarity with operational standards, guest flow, and team supervision.
• Strong understanding of front office operations, guest flow and service recovery.
• Strong decision-making skills with the ability to manage front office operations independently during assigned shifts.
• Strong communication skills and the ability to remain composed under operational pressure.
• Flexible to work rotating shifts, including weekends and public holidays, as required by operational needs.