Duty Manager

PAN PACIFIC HOTELS GROUP LIMITED; Singapore; On-site; SGD 42,000 - 72,000; Full time

Job summary

PAN PACIFIC HOTELS GROUP LIMITED is seeking a Front Office Supervisor to direct and monitor daily operations across Front Office and related services. You will ensure smooth guest experiences while upholding hotel standards.

Responsibilities include supervising reception, cashier, reservations, and concierge; managing guest issues with tact; inspecting VIP rooms and coordinating amenities; and training front desk staff to maintain high service levels.

Qualifications

• Supervise Front Office sections including reception, cashier, telephone, reservations and concierge.
• Maintain prompt, courteous, efficient guest service and handle complaints tactfully.
• Inspect VIP rooms and amenities for arrival, coordinating with relevant departments.

Responsibilities

• Direct, monitor and supervise day-to-day Front Office activities and other services.
• Ensure guests are attended to promptly and staff maintain professional image.
• Assist with VIP arrivals, room escort, and VIP communications to General Manager.

Skills

Team supervision

Guest service

VIP guest handling

Job description

Position Summary Statement

Direct, monitor and supervise the day-to-day activities of all sections within the Front Office and other services rendered by other operational departments of the Hotel and to ensure smooth operations and customer service satisfaction in line with the established standards and policies of the Hotel.

Primary Responsibilities

• Supervise sections in Front Office, such as reception, cashier, telephone, reservation, concierge and PARKROYAL Club services. Monitor the associates conduct and job performance and to ensure that all associates project a positive corporate image to guests.
• Ensure that guests are attended to with promptness, courtesy and efficiency and that guest complaints are handled with tact and diplomacy. Assist in checking in / out of guests.
• Assist to inspect rooms assigned to VIPs before their arrival. Meet and escort the VIPs to their rooms and ensure that the complimentary amenities are provided. Ensure that General Manager and other relevant Department Heads are informed of the VIPs.
• On commencement of shift to draw out individual master key via Key Management System at Security Check Point.
• Check on e-log book messages and followup actions. Initiate correspondence regarding enquiries, reservations, andcomplaints.
• Check housekeeping discrepancy report; report any variance and take corrective actions.
• Perform duties pertaining to security such as directing guests reporting incidents, thefts, or any offences to the Security department for assistance and handle matters concerning guest’s undesirable conduct in rooms / public areas or undesirable persons loitering around in co-ordination with the security department.
• Authorize rate and room changes, paid outs and rebates according to procedures and credit policies.
• Responsible for training of all front desk associates including planning, organizing and conducting OJT.
• Monitor room inventory closely to ensure maximum utilisation of rooms to generate higher revenue.
• Directly responsible for the evacuation of associates and guests during any emergencies eg. Fire in the absence of the Fire Safety Manager.