Duty Manager (Local Candidates Only)

Kempinski; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Kempinski Singapore is seeking a Duty Manager to supervise the reception operations and support Front Office and Guest Services in delivering the highest standards of service.

Reporting to the Front Office Manager, you will oversee daily activities, resolve guest issues efficiently, and coordinate with departments to ensure accurate guest information and smooth operations.

Qualifications

• Minimum 3 years experience in a similar role.
• Good command of English.
• Comprehensive Opera knowledge.
• Warm, pleasant, friendly and confident with strong interpersonal skills.

Responsibilities

• Plan and supervise day-to-day operations of the Reception, including room sales, VIP/group seating, and registrations.
• Ensure guests receive prompt, cordial attention and personal recognition; resolve issues as needed.
• Handle guest requests and complaints politely; coordinate with relevant staff for customer satisfaction.
• Coordinate with departments to ensure accurate guest information (rate, room type, billing, requests).
• Monitor room availability for walk-ins and manage departure dates/times.

Job description

Duty Manager (Local Candidates Only)

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Singapore - Singapore

Description

Reporting to the Front Office Manager, the incumbent in the position is responsible for supervising the operations at the reception. He/she will support and assist the Front Office and other departments to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards.

Overall Objectives

• Plan and supervise the day-to-day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
• Ensures that all guests receive prompt, cordial attention and personal recognition and resolves related problems.
• Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.
• Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.
• Control room availability for walk-ins and establish accountability for guests’ departure dates and times.
• Follow up with Housekeeping any unresolved room discrepancies.
• Maintain reservation procedures, same day arrivals.
• Check all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.
• Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues.
• Understand and carries out duties in line with Hotel Emergency Procedures.
• Inspects guestrooms on a daily basis.
• Responds promptly to any operational requests from Front Office and other hotel departments.
• Other ad-hoc duties as assigned.

Requirements

• Warm, pleasant, friendly and confident, with good interpersonal skills.
• Possess good command of English
• Minimum 3 years experience in a similar role
• Comprehensive Opera knowledge
• Mature & Customer focused.