Assistant Hotel Manager

NUVE HOLDINGS PTE. LTD.; Singapore; On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Operations Manager to ensure smooth hotel operations and enhance guest experiences. This role involves managing a team, improving operational procedures, and addressing guest concerns effectively. If you possess strong leadership skills and a passion for customer service, this is the perfect opportunity to make a significant impact in a dynamic environment. Join a team that values integrity, resourcefulness, and a commitment to excellence in service delivery.

Qualifications

• Minimum 3 years in a managerial role or 6 years in front desk.
• Strong communication and leadership skills required.

Responsibilities

• Manage hotel operations and ensure guest satisfaction.
• Oversee team management and operational procedures.
• Handle guest complaints and improve online ratings.

Skills

Customer Service

Leadership Skills

Operations Management

Microsoft Office Proficiency

Problem Solving

Education

Degree in Hospitality

Diploma in Hospitality

Job description

Job Summary

Responsible for ensuring the smooth operation of hotel activities and satisfying guest needs by attending to inquiries, providing solutions, and delivering excellent customer service. Identify operational gaps and work on improving hotel review ratings across all OTA platforms, TripAdvisor, and social media.

Duties and Responsibilities

Operations

1. Improve operational procedures.
2. Manage a team across various departments.
3. Ensure smooth operations by preparing rosters and arranging shift coverage for last-minute leave or medical leave.
4. Respond promptly to all emails and OTA messages within a day.
5. Ensure correct charging for non-refundable and cancellable bookings based on policies.
6. Verify no outstanding payments for in-house and check-out guests.
7. Ensure accuracy of daily reports.
8. Provide training to new staff members.
9. Cover shifts when necessary.
10. Monitor inventory levels.
11. Source new suppliers and review existing suppliers and operators.

Customer Service

1. Follow up on guest's special requests prior to check-in and coordinate accordingly.
2. Attend to guest concerns and complaints, ensuring issues are resolved amicably.
3. Monitor OTA reviews and follow up on complaints to prevent recurrence; acknowledge positive reviews mentioning staff.
4. Enhance online review ratings.

Reports

1. Review daily shift reports and submit to the Operations Manager/General Manager for month-end reporting.
2. Prepare and reconcile daily credit card statements from shift reports for month-end submission.
3. Consolidate and submit monthly petty cash reports.
4. Review cancellation and no-show reports monthly to ensure proper reporting and charging for OTAs.
5. Prepare staff rosters and incentive reports monthly.

Housekeeping and Maintenance

1. Inspect guest rooms before arrival.
2. Maintain good communication between Housekeeping and Front Desk departments.
3. Schedule internal room care and maintenance, both internal and external.
4. Collaborate with GM to enhance the overall hotel and guest room experience.

Revenue Management

1. Increase Average Daily Rate (ADR).
2. Manage hotel room rates and allotments.
3. Understand OTAs, hotel rates, and promotional strategies.
4. Control hotel expenses.
5. Achieve monthly revenue targets.
6. Assist in collecting outstanding payments.

Job Holder’s Specifications

1. Possess a Degree or Diploma in Hospitality or equivalent.
2. Have at least 3 years in a managerial role or 6 years of front desk experience.
3. Demonstrate integrity and motivation.
4. Proficient in Microsoft Office applications.
5. Be highly independent and resourceful.
6. Possess good communication and leadership skills.
7. Capable of professional written communication with customers, suppliers, and staff.
8. Handle work pressure and guest demands effectively.