Duty Manager - NoMad Singapore

Hilton; Singapore; Hybrid; SGD 56,000 - 89,000; Full time

Job summary

Hilton Singapore is seeking a Duty Manager to support the Director of Rooms and Front Office leadership in overseeing daily Front Office and guest services operations. This role acts as the key operational leader on shift, supervising Welcome Desk, Guest Relations and lobby operations while ensuring brand standards and exceptional guest experiences.

You will lead, coach, and develop Front Office team members, coordinate with Housekeeping, F&B, Engineering and Security, and drive revenue

Qualifications

• Diploma or Degree in Hospitality Management or related field.
• 4–6 years in Front Office operations, with 2–3 years in a supervisory role.
• Strong knowledge of Front Office operations and guest service standards.
• Fluency in English; additional languages are advantageous.
• Proficiency in property management systems (PMS).

Responsibilities

• Oversee the daily Front Office and lobby operations to ensure smooth and efficient service delivery.
• Act as the main point of contact for operational issues and guest concerns during the shift.
• Take full responsibility of hotel operations in the absence of the Front Office Manager.
• Maintain a strong presence in the lobby to engage with guests and support the team.
• Lead, motivate and supervise Front Office team members during shifts.
• Provide coaching, training and on-the-job support to team members.
• Conduct briefings, shift handovers and team communications effectively.
• Monitor team performance and provide constructive feedback.
• Support recruitment, training and development initiatives.
• Promote discipline, professionalism and adherence to company policies.
• Deliver exceptional guest experiences through personalised service and attention to detail.
• Handle guest complaints promptly and effectively, ensuring timely resolution and follow-up.
• Act as the primary point of contact for VIP guests, ensuring recognition and personalised service.
• Ensure smooth check-in and check-out experiences for all guests.
• Maintain awareness of guest profiles and preferences to enhance service delivery.
• Create a warm and welcoming arrival experience, ensuring guests feel valued and at home.
• Supervise daily front desk activities including arrivals, departures and room allocations.
• Monitor lobby traffic and allocate resources accordingly.
• Review reservations, VIP arrivals and group movements to ensure seamless coordination.
• Ensure accuracy of guest accounts, billing instructions and financial records.
• Maintain and monitor front office systems, ensuring data accuracy and operational efficiency.
• Ensure all daily operational checklists and procedures are completed.
• Ensure compliance with cash handling, credit policies and financial procedures.
• Monitor and control operational costs and expenses.
• Approve rebates, refunds and discounts in line with authority levels.
• Support revenue optimisation through effective room allocation and upselling.
• Ensure accuracy of guest folios and billing prior to departure.
• Liaise closely with Housekeeping, F&B, Engineering, Security and other departments.
• Ensure clear and effective communication across all operational teams.
• Escalate operational issues to senior management when required.
• Maintain accurate and timely reporting of operational activities.
• Ensure all relevant information is communicated during shift transitions.
• Ensure adherence to all hotel policies, procedures and brand standards.
• Comply with health, safety, security and emergency procedures.
• Act as part of the emergency response team when required.
• Ensure guest data and hotel information are handled securely and confidentially.
• Maintain a safe and secure environment for guests and team members.
• Always maintain a consistently professional demeanor.
• Represent Hilton positively in all interactions with guests and colleagues.
• Demonstrate strong leadership and operational control during shifts.
• Exhibit excellent problem-solving and conflict resolution skills.
• Foster clear communication and teamwork across departments.
• Perform effectively under pressure and in high-demand situations.
• Champion company values and deliver service excellence consistently.

Skills

Front Office operations

Leadership

Communication

Problem-solving

Guest service

Multitasking

Education

Diploma or Degree in Hospitality Management

Tools

PMS

Job description

Job Identification:

209113

Job Category:

Guest Services, Operations, and Front Office

Job Schedule:

Full time

OVERVIEW OF ROLE

The Duty Manager supports the Director of Rooms and Front Office leadership team in overseeing the daily operations of the Front Office and guest services, ensuring seamless service delivery and exceptional guest experiences.

This role acts as the key operational leader on shift, managing the Welcome Desk, Guest Relations and lobby operations. The Duty Manager is responsible for supervising team performance, resolving guest concerns, ensuring operational efficiency and always maintaining brand standards.

MAIN DUTIES & RESPONSIBILITIES

The main responsibilities of the Duty Manager are summarised below; however the list is not exhaustive.

GENERAL DUTIES

• Oversee the daily Front Office and lobby operations to ensure smooth and efficient service delivery.
• Act as the main point of contact for operational issues and guest concerns during the shift.
• Take full responsibility of hotel operations in the absence of the Front Office Manager.
• Maintain a strong presence in the lobby to engage with guests and support the team.
• Undertake any other duties or tasks deemed reasonable by the Director of Rooms or Front Office Manager.

LEADERSHIP AND MANAGEMENT

• Lead, motivate and supervise Front Office team members during shifts.
• Provide coaching, training and on-the-job support to team members.
• Conduct briefings, shift handovers and team communications effectively.
• Monitor team performance and provide constructive feedback.
• Support recruitment, training and development initiatives.
• Promote discipline, professionalism and adherence to company policies.

GUEST EXPERIENCE & SERVICE EXCELLENCE

• Deliver exceptional guest experiences through personalised service and attention to detail.
• Handle guest complaints promptly and effectively, ensuring timely resolution and follow-up.
• Act as the primary point of contact for VIP guests, ensuring recognition and personalised service.
• Ensure smooth check-in and check-out experiences for all guests.
• Maintain awareness of guest profiles and preferences to enhance service delivery.
• Create a warm and welcoming arrival experience, ensuring guests feel valued and at home.

FRONT OFFICE OPERATIONS

• Supervise daily front desk activities including arrivals, departures and room allocations.
• Monitor lobby traffic and allocate resources accordingly.
• Review reservations, VIP arrivals and group movements to ensure seamless coordination.
• Ensure accuracy of guest accounts, billing instructions and financial records.
• Maintain and monitor front office systems, ensuring data accuracy and operational efficiency.
• Ensure all daily operational checklists and procedures are completed.

FINANCIAL PERFORMANCE & CONTROL

• Ensure compliance with cash handling, credit policies and financial procedures.
• Monitor and control operational costs and expenses.
• Approve rebates, refunds and discounts in line with authority levels.
• Support revenue optimisation through effective room allocation and upselling.
• Ensure accuracy of guest folios and billing prior to departure.

COORDINATION & COMMUNICATION

• Liaise closely with Housekeeping, F&B, Engineering, Security and other departments.
• Ensure clear and effective communication across all operational teams.
• Escalate operational issues to senior management when required.
• Maintain accurate and timely reporting of operational activities.
• Ensure all relevant information is communicated during shift transitions.

COMPLIANCE & SAFETY

• Ensure adherence to all hotel policies, procedures and brand standards.
• Comply with health, safety, security and emergency procedures.
• Act as part of the emergency response team when required.
• Ensure guest data and hotel information are handled securely and confidentially.
• Maintain a safe and secure environment for guests and team members.

EXPECTATIONS:

The Duty Manager is expected to:

• Always maintain a consistently professional demeanor.
• Represent NoMad positively in all interactions with guests and colleagues.
• Demonstrate strong leadership and operational control during shifts.
• Exhibit excellent problem-solving and conflict resolution skills.
• Foster clear communication and teamwork across departments.
• Perform effectively under pressure and in high-demand situations.
• Champion company values and deliver service excellence consistently.

QUALIFICATIONS

• Diploma or Degree in Hospitality Management or a related field.
• Minimum 4–6 years of experience in Front Office operations, with at least 2–3 years in a supervisory role.
• Strong knowledge of Front Office operations and guest service standards.
• Excellent communication, interpersonal and leadership skills.
• Strong organisational and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in property management systems (PMS).
• Fluency in English; additional languages are advantageous.

Join an Award-Winning Workplace Culture

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