Duty Manager

hh properties pte. ltd.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Aloft by Marriott Singapore Novena in Singapore is seeking a Front Office Supervisor to support the Director of Front Office and Assistant Front Office Manager in daily operations, guest arrivals, in-house stays and departures.

You will coach and monitor Front Office staff, ensure service standards, manage guest feedback, and uphold Marriott Bonvoy knowledge to deliver a personalized guest experience.

Responsibilities

• Assist the Director of Front Office and Assistant Front Office Manager in ensuring the smooth and efficient daily operation of the Front Office, from guest arrivals and in-house stays to departures.
• Supervise, coach, train and monitor the performance of Front Office associates to ensure all procedures and service standards are consistently met.
• Support associates in delivering a fun, friendly and personalised guest experience, while proactively identifying potential issues and taking appropriate action to resolve them.
• Maintain a strong working knowledge of the Marriott Bonvoy programme and ensure guests receive accurate information and the benefits associated with their membership.
• Maximization of Rooms revenue by encouraging the Front Desk team to upsell or cross sell.
• Handle guests’ challenges or incidents occurring in the hotel when necessary and record all incidents into DM log for management’s attention or follow-up.
• Supervise and monitor associates on duty to ensure that day to day operational matters is handled on time and guest expectations are met.
• Check and balance FO associates’ performances, training needs analysis, motivation, further development & well-being from time to time.

Job description

Begin. Belong. Become.

Join our Vibrant Team at Aloft by Marriott Singapore Novena!

At Aloft by Marriott Singapore Novena, we don’t just offer jobs — we create vibrant spaces where Self-Expressers thrive, connect, and feel truly themselves. We are a proud recipient of the prestigious SHRI 17th Singapore HR Awards for our exceptional workplace culture, employee experience and learning development initiatives. Are you ready tobeginyour purpose,belongto an amazing vibrant team, andbecomethe best version of yourself? We are ready to shape you!

Job Summary:

Assist the Director of Front Office and Assistant Front Office Manager in ensuring the smooth and efficient daily operation of the Front Office, from guest arrivals and in-house stays to departures. Supervise, coach, train and monitor the performance of Front Office associates to ensure all procedures and service standards are consistently met. Support associates in delivering a fun, friendly and personalised guest experience, while proactively identifying potential issues and taking appropriate action to resolve them. Maintain a strong working knowledge of the Marriott Bonvoy programme and ensure guests receive accurate information and the benefits associated with their membership.

Job Responsibilities:

1. Maximization of Rooms revenue by encouraging the Front Desk team to upsell or cross sell.
2. Handle guests’ challenges or incidents occurring in the hotel when necessary and record all incidents into DM log for management’s attention or follow-up.
3. Supervise and monitor associates on duty to ensure that day to day operational matters is handled on time and guest expectations are met.
4. Check and balance FO associates’ performances, training needs analysis, motivation, further development & well-being from time to time.
5. Review and follow-up on guest feedbacks (ensure their challenges are resolved up to satisfaction) & establish guests contact in order to find every opportunity to deliver an exceptional experience before they depart.
6. Familiarize and train FO team about Front Office P&P and SOPs. Providing coaching, counselling and develops subordinate employees
7. Conducts frequent front and back of house checks ensuring all areas are in order, service procedures, standards of cleanliness and hygiene, repair and maintenance, employee grooming, and manning levels are in order and takes appropriate action where necessary.
8. Prepare and analyze related monthly Front Office reports (include daily cashiering & master accounts) prepared by Front Office Executive to ensure accuracy and justify with proper explanation for any adjustments made.
9. Assisting in the preparation of duty rosters, AL & PH planning and scheduling. To update and make last minute arrangements for operation’s coverage due to MC/Urgent leave request.
10. Full understanding with experience in Marriott Bonvoy is essential. Possibility to be the Marriott Bonvoy Champion for the department, providing support and training to the team members, and attending to Bonvoy members.
11. Supporting and executing company’s Sustainability Program.
12. Actively supporting the team by covering the gaps as and when required.
13. Able to make sound and wise decisions in the absence of the management.