Duty Manager (Front Desk)

PARKROYAL PICKERING HOTEL PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A luxury hotel in Singapore is seeking a Front Office Supervisor to lead the front desk team. The ideal candidate will have at least five years of supervisory experience, strong knowledge of reception operations, and the ability to manage multiple tasks in a fast-paced environment. Responsibilities include supervising staff, ensuring guest satisfaction, and handling inquiries. Excellent communication and leadership skills are essential for this role, aiming to provide top-tier service to all guests.

Qualifications

• Minimum five years of front office supervisory experience with strong knowledge of reception operations.
• Able to work effectively in a fast-paced environment and manage multiple tasks.
• Familiar with front office procedures and operating standards.

Responsibilities

• Supervise sections in Front Office and ensure staff maintain a positive corporate image.
• Assist in checking in/out of guests and handle guest complaints with tact.
• Train and monitor front desk staff for consistent performance.

Skills

Front office supervisory experience

Customer-focused

Strong leadership skills

Excellent communication skills

Flexibility and adaptability

Education

Secondary school qualification

Tools

Opera PMS

Job description

Responsibilities

• Act in command in the absence of Assistant Front Office Manager, supervise sections in Front Office, such as front desk, operator and concierge services. Monitor the junior staff’s conduct and job performance and to ensure that all staff 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 relevant persons and Departments are informed of the VIPs.
• Initiate correspondence regarding enquiries, reservations, and complaints. 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.
• Be alert and report any faults, defects and unusual activity of the property to relevant departments
• Maintain cash float amount in accordance with expected occupancy. Authorise rate and room changes, paid outs, cash advances, acceptance of cheques according to procedures and credit policies.
• Responsible for training of all front desk staff including planning, organising and conducting OJT.
• Monitor room inventory closely to ensure maximum utilisation of rooms to generate higher revenue. Assist to maximise revenue and occupancy from group allotments.
• Directly responsible for the evacuation of staff and guests during a fire or any security threat in co-ordination with the security department.
• Follows up in credit limit report, ensure all guests balance checked daily.
• Counsel, coach and mentor individual associates as required to drive initiative, performance and consistency.
• Ensures that the Hotel’s properties and facilities are protected and are kept in good working condition. Reports any loss or damage to the Hotel’s properties and facilities promptly and appropriately.
• Carries out any other reasonable duties and responsibilities as assigned by superior.

Requirement

• Minimum five years of front office supervisory experience with strong knowledge of reception operations.
• Minimum secondary school qualification.
• Proficient in Opera PMS and other hotel systems.
• Customer-focused with flexibility and adaptability.
• Able to work effectively in a fast-paced environment and manage multiple tasks.
• Strong leadership skills to motivate and manage a team.
• Excellent communication and interpersonal skills.
• Able to manage daily front office operations, including staff scheduling, room inventory, and service standards.
• Skilled in handling guest feedback and service recovery professionally.
• Familiar with front office procedures and operating standards.
• Able to work rotating shifts, including weekends and public holidays.

PARKROYAL COLLECTION Pickering, Singapore is dedicated to providing equal employment opportunities, including individuals with disabilities.

We regret that only shortlisted candidates will be notified.