Duty Manager

TPC HOTEL PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

TPC HOTEL PTE. LTD. in Singapore seeks an experienced Front Office Leader to drive personalized guest service and oversee daily operations.

You will coach the team, manage check-in/check-out, and ensure high standards across VIP arrivals, room allocations, and guest profiles within PMS for a superior guest experience. The role requires a strong background in luxury hotel operations, staff development, and the ability to lead, mentor and deliver KPI-driven results while maintaining composure

Qualifications

• Minimum of 5 years hotel operational experience, Front Office essential, 5 star luxury environment preferred.
• Strong operational background with brand standards management.
• Project professional image at all times through presentation/interpersonal skills.
• Experience in the coaching and development of a professional management team.
• Recruitment, selection and training of team members.
• Able to initiate contact and establish rapport easily.
• Efficient organization of time and work.
• Ability to influence others to achieve common goals.
• Lead, develop and mentor the Front Office team.
• Develops and maintains cooperative working relationships.
• Excellent numeracy, verbal and written communication skills.
• Willingness to undertake further development.

Responsibilities

• Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department.
• Management of the Front-Office operations to achieve a reputation as a market leader in personalized and customer focused service.
• Coaching and training the Front Office team to improve or maintain high service standards.
• Oversee guest arrivals and departures, ensuring room allocations and check-in/check-out follow procedures and are customer centric.
• Assist Front Office for check-in and check-out whenever required in an effective and efficient manner.
• Oversee daily movement of guest activities and resolve guest complaints to maintain amicable relationships with guests.
• Ensure guest profiles are updated in PMS and contribute to the Return Guest program.
• Oversee ad-hoc projects such as Upselling, Loyalty Recruitment, Guest Experience and Stocks Inventory.
• Prepare Front Office work schedules and submit for approval in a timely manner.
• Prepare monthly reports for Front Office and collaborate with Housekeeping and Reservations on KPIs.
• Monitor upsell program and motivate team to achieve targets; counsel under-performing associates if needed.
• Liaise with Reservations to ensure accurate room allocation and yield maximization.
• Coordinate with Engineering for maintenance requests and ensure completion.
• Liaise with Housekeeping to maintain room cleanliness and VIP room readiness.
• Ensure public areas are clean and well presented; welcome VIPs in management's absence.
• Supervise lobby services (valet, bellmen) for efficient guest arrivals/departures.
• Ensure night audits are conducted effectively and accurately.
• Provide management presence at Front Office and in the lobby during key periods.
• Check Front Office cashier closure for accuracy and reconcile discrepancies at shift end.
• Monitor Front Office team shift duties to ensure timely completion.
• Coordinate with security in investigations and reporting of irregularities.
• Adhere to Emergency Communication procedures; respond to media queries only via spokesperson.
• Represent Management in their absence during emergencies; conduct regular hotel patrols.
• Support Sofitel Vision and demonstrate Sofitel Values; respond to other reasonable requests.

Skills

Coaching

Recruitment

Leadership

Time management

Communication

Staff development

Job description

Job Description

• Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department


• Management of the hotel's Front-Office operations to achieve a reputation as a market leader in personalized and customer focused service in the industry.


• Coaching and training the Front Office team to improve or maintain the high service standards


• Effectively oversee all guest arrivals and departures, ensuring that the room allocations and check-in / check-out processes follow set procedures and are customer centric.


• Assist Front Office for check-in and check-out whenever required in effective and efficient manner.


• Oversee the daily movement of guest activities and be able to resolve any guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel with proper follow-up.


• Ensure that each service shortfall guest profile is updated in PMS with accuracy and complete guest history to enhance our Return Guest program.


• Oversee ad-hoc projects and task such as Upselling, Loyalty Recruitment, Guest Experience and Stocks Inventory.


• Preparation of Front Office work schedules and submitting to Front Office Manager for approval on a timely manner.


• Prepare monthly reports for the Front Office Department and revise the key performance indicators together with the Housekeeping Department and the Reservations team.


• Monitor the upsell program. Encourage and motivate the team to achieve the daily / monthly target set by Front Office Manager. To counsel any under-performing associates, if necessary.


• Liaise daily with the Reservations team to ensure accuracy in room allocation as well as the maximization of yield.


• Work closely with Engineering to ensure that maintenance requests are followed up on and completed efficiently.


• Liaise with Housekeeping to ensure that room cleanliness standards are maintained. Checking of VIP rooms prior to arrivals to ensure amenities are accorded and rooms are of highest standards.


• Ensure that public areas are clean and well presented with regular monitoring.


• Welcoming of VIPs in the absence of Management.


• Supervise lobby services such as valet and bellmen duties, ensuring that guest arrivals and departures are as efficient as possible.


• Ensure that the night audits are conducted effectively and accurately.


• Ensure there is management support and presence visible at the Front Office and in the lobby during key periods throughout the day.


• To check on Front Office cashier closure ensuring all paperwork are correct with no discrepancies before ending of each shifts.


• Monitor the Front Office team members' shift duties periodically to ensure all are completed on a timely manner.


• To coordinate with security in the investigation of irregularities and undesirable guests. And reporting such matters to Front Office Manager and Management on a timely manner.


• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.


• To represent the Management in their absence for any emergency situation that may arise.


• To conduct regular patrolling of the hotel premises to ensure all are in order


• Strive to implement the Sofitel Vision and demonstrate active use of the Sofitel Values.


• Any other reasonable request as required by Hotel Management.

Job Requirements

• Minimum of 5 years hotel operational experience, Front Office essential, 5 star luxury environment preferred.


• Strong operational background with experience in the implementation and management of brand standards


• Project professional image at all times through personal presentation/ interpersonal skills.


• Experience in the coaching and development of a professional management team.


• Recruitment, selection and training of team members.


• Able to initiate contact and establish rapport easily.


• Efficient organization of time and work.


• Ability to influence others to achieve common goals.


• Ability to lead, develop and mentor the Front Office team.


• Appreciates and maintains an effective outlet for stress.


• Excellent numeracy, verbal and written communication skills.


• Has the ability and willingness to undertake further development.


• Works under pressure without negative impact.


• Develops and maintains co-operative working relationships.