Duty Manager

Carlton City Hotel Singapore; Singapore; On-site; SGD 56,000 - 89,000; Full time

Job summary

Carlton City Hotel Singapore is seeking a Duty Manager to lead daily Front Office operations, including Reception, Concierge, Communications and the Club Lounge.

You will act as the main guest contact in the absence of senior management, resolve complaints professionally, and drive customer satisfaction through training, upselling initiatives and service standards compliance.

Qualifications

• Good communication and customer service skills.
• 2–4 years in a Duty Manager role.
• Diploma in Hotel Management or Tourism preferred.
• Proficient in Opera PMS system.
• Trained in fire evacuation and emergency procedures.
• AED and First Aid certified.
• MS Word, Excel and PowerPoint proficiency.

Responsibilities

• Oversee smooth Front Office operations including Reception, Concierge, Communications, and Club Lounge.
• Serve as key guest contact during issues or emergencies in absence of senior management.
• Mentor staff through guidance and training; foster teamwork and accountability.
• Ensure adherence to hotel standards, procedures, and regulatory requirements (MOM, health and safety).
• Participate in recruitment, onboarding, budgeting, and cost-control measures.

Skills

Communication

Customer service

Leadership

Team management

Problem solving

Education

Diploma in Hotel Management or Tourism Studies

Tools

Opera PMS

MS Office

Job description

Job Responsibilities

• Responsible for the overall smooth operations of Front Office functions i.e. Reception, Concierge, Communications and the Club Lounge.
• Acts as the key contact for any guest issue or Hotel emergency in the absence of the Senior Management Team.
• Handles all guest complaints and feedback in a professional manner.
• Ensures all reception and cashiering procedures are performed in accordance with established standards and procedures of the Hotel.
• Provides leadership and support to the team through guidance and training.
• Leads by example and fosters a positive work culture that encourages teamwork, accountability and excellence.
• Attends daily internal operations meeting in the absence of Front Office Manager.
• Reviews guest preferences and feedback to the Management.
• Keeps abreast of market practices and recommends new suitable work processes for better efficiency and productivity.
• Drives and promotes Front Office’s goals and initiatives such as Upselling goals, Trip Advisor ranking etc.
• Develops and implements strategies to enhance guest satisfaction and loyalty.
• Conducts regular performance evaluation and provides feedback to team members to ensure each team member is on the right direction.
• Participates in recruitment and onboarding processes for new staff members.
• Assists with budgeting, financial reporting, and cost control measures.
• Conducts regular checks to ensure the service standards of Front Office staff are in compliance with Hotel’s stipulated standards.
• Conducts regular team meetings and training sessions to communicate updates, share best practices and address any issues.
• Demonstrates strong leadership, communication and problem-solving skills to effectively manage the Front Office Team.
• Upholds the Carlton City Hotel’s brand standards and values and ensures consistency in service delivery.
• Ensures that the Front Office complies with all regulatory requirements, including health, safety, and Ministry of Manpower (MOM) laws.
• Performs any other job tasks assigned by Management.

• Responsible for the overall smooth operations of Front Office functions i.e. Reception, Concierge, Communications and the Club Lounge.
• Acts as the key contact for any guest issue or Hotel emergency in the absence of the Senior Management Team.
• Handles all guest complaints and feedback in a professional manner.
• Ensures all reception and cashiering procedures are performed in accordance with established standards and procedures of the Hotel.
• Provides leadership and support to the team through guidance and training.
• Leads by example and fosters a positive work culture that encourages teamwork, accountability and excellence.
• Attends daily internal operations meeting in the absence of Front Office Manager.
• Reviews guest preferences and feedback to the Management.
• Keeps abreast of market practices and recommends new suitable work processes for better efficiency and productivity.
• Drives and promotes Front Office’s goals and initiatives such as Upselling goals, Trip Advisor ranking etc.
• Develops and implements strategies to enhance guest satisfaction and loyalty.
• Conducts regular performance evaluation and provides feedback to team members to ensure each team member is on the right direction.
• Participates in recruitment and onboarding processes for new staff members.
• Assists with budgeting, financial reporting, and cost control measures.
• Conducts regular checks to ensure the service standards of Front Office staff are in compliance with Hotel’s stipulated standards.
• Conducts regular team meetings and training sessions to communicate updates, share best practices and address any issues.
• Demonstrates strong leadership, communication and problem-solving skills to effectively manage the Front Office Team.
• Upholds the Carlton City Hotel’s brand standards and values and ensures consistency in service delivery.
• Ensures that the Front Office complies with all regulatory requirements, including health, safety, and Ministry of Manpower (MOM) laws.
• Performs any other job tasks assigned by Management.

Requirements

• Good communication and customer service skills
• At least 2 - 4 years of experience in the Duty Manager role.
• Diploma in Hotel Management and/or Diploma in Tourism Studies preferred
• Possesses excellent knowledge on Opera system
• Trained in fire evacuation and emergency procedures
• Certified AED and First Aider
• Proficient in MS Word, Excel and PowerPoint applications
• Basic foundation of F&B service operations knowledge preferred