Duty Manager - Grand Copthorne Waterfront Hotel

MILLENNIUM & COPTHORNE INTERNATIONAL LIMITED; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading international hotel chain in Singapore is seeking a Front Office Associate to support the Front Office Manager and ensure a high level of guest service. The role involves handling guest complaints, training staff, and ensuring all procedures are followed according to established standards. Candidates should have at least 2 years of relevant experience and knowledge of PMS Opera. This position requires strong problem-solving skills and a commitment to customer service, especially in high-pressure situations.

Qualifications

• At least 2 years of relevant working experience in a similar capacity.
• Strong problem solving and analytical skills.
• Excellent communications skills.

Responsibilities

• Support Front Office Manager in ensuring department targets.
• Handle all guest complaints/feedback in a professional manner.
• Train new and existing staff to ensure consistency in service delivery.

Skills

Problem solving

Analytical skills

Excellent communication

Customer service orientation

Ability to handle pressure

Tools

PMS Opera

Job description

Roles & Responsibilities

• Support Front Office Manager in ensuring department targets and review for improvement including guest review/social media rating & positioning/upsell/membership enrolment/DCC etc.
• Review work processes for possible improvements and efficiency
• Handles all guest complaints/feedback in a professional manner
• Follow up on guest complaints efficiently and take corrective action
• Provides on-site support to guests' needs and queries
• Oversee and supervises guests arrivals and departures with the front office team
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests
• Ensures all reception and cashiering procedures are performed in accordance with established standards
• Works closely with other operational departments to provide seamless and consistent guest service
• Train new and existing staff to ensure consistency in service delivery
• To coordinate guests and staff during an emergency evacuation
• Review daily activities which include daily forecast/target/issues or incident regards to internal & external guest
• Performs any other job tasks assigned by the Front Office Manager

Requirements

• At least 2 years of relevant working experience in a similar capacity
• Good knowledge on PMS Opera
• Strong problem solving and analytical skills
• Excellent communications skills
• Customer service oriented and able to handle challenging situations professionally
• Ability to perform under pressure in a fast-paced environment