Duty Manager (Front Office)

JEN by Shangri-La; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

JEN by Shangri-La Singapore seeks a capable Front Office Manager to oversee daily operations, ensure guest satisfaction, and uphold brand standards. You will coordinate staffing, monitor service delivery, and lead training to drive continuous improvement.

In addition, you will respond to guest feedback, manage risk, and act as Emergency Response Team leader during crises, while ensuring audit compliance and handling ad-hoc duties as needed.

Qualifications

• Experience in front office operations within hospitality settings.
• Ability to plan staffing and monitor guest service quality.
• Knowledge of risk management and crisis response processes.

Responsibilities

• Manage day-to-day staffing requirements and assign work to front office team.
• Ensure smooth daily operation and review guest feedback and comments.
• Track guest satisfaction levels and handle complaints.
• Document risk management reports and provide improvement recommendations.
• Be in charge during the midnight shift in absence of senior management.
• Identify training needs and develop training programs.
• Serve as Emergency Response Team leader during crises.
• Ensure compliance with auditing framework.
• Perform ad-hoc duties as assigned.

Skills

Front office management

Staff planning

Guest service

Risk management

Training & development

Crisis management

Auditing compliance

Job description

Primary Role

Manage daily front office operations to ensure smooth guest experiences, efficient staffing, and compliance with company standards. Handle guest feedback, lead crisis response, and drive continuous improvement through training, risk management, and service excellence.

Responsibilities

• Manage day-to-day staffing requirements, plan and assign work in accordance with the Front office requirements to ensure the efficiency in running of the Hotel's operation.
• Ensure smooth operation on a daily basis
• Review feedbacks, guest comments, and other information pertaining to front office
• Track guest satisfaction levels and handle guests' complains
• Documentation of hotel risk management reports for investigation and process recommendations for future prevention and improvement
• Overall in-charge of the hotel during the midnight shift in the absence of the senior management
• Identify training needs and develop training programs
• Serve as hotel Emergency Response Team leader during crisis management
• Ensure compliance to company's auditing framework
• Ad-hoc duties as assigned