Hotel Front Office Duty Manager

Dao by Dorsett AMTD Singapore; Singapore; On-site; SGD 40,000 - 58,000; Full time

Job summary

Dao by Dorsett AMTD Singapore invites an experienced Front Office Supervisor to oversee day-to-day operations of the Front Office, supervising Guest Services Agents, and ensuring top-tier guest satisfaction. This role reports to the Front Office Manager and emphasizes team leadership in a fast-paced hotel environment.

Key duties include coordinating with security and drivers, auditing staff, managing bookings in the PMS, handling VIP arrivals, and delivering on-the-job training.

Qualifications

• Minimum GCE 'O' Level or equivalent.
• At least 4 years of Front Office operations experience, including 1 year in a supervisory role.
• Proficient in OPERA Cloud.
• Excellent spoken and written English communication.
• Ability to multi-task and work under pressure with tight deadlines.
• Willing to work rotating shifts, weekends and public holidays.

Responsibilities

• Supervise the Senior Guest Services Agent and Guest Services Agent daily.
• Conduct daily audits of appearance, grooming and hygiene and lead daily briefing.
• Oversee lobby, entrance areas and related postures; monitor behavior.
• Evaluate shift checklists and ensure tasks are completed.
• Plan and document with Customer Service desk; assist agents with tasks.
• Conduct on-the-job training for all Guest Services Agents.
• Coordinate with Finance for periodic high balance checks.
• Check next day arrivals for booking accuracy and resident requests.
• Review reservation traces and resolve issues accordingly.
• Maintain accuracy of data in the Property Management System.

Skills

Communication skills

Interpersonal skills

Education

GCE O Level or equivalent

Tools

OPERA Cloud

Job description

Reporting to the Front Office Manager, you shall be responsible for the day-to-day management and overall performance of the Front Office department (including supervising a team of Guest Services Agent) while ensuring the highest level of guest satisfaction.

DUTIES & RESPONSIBILITIES

• Supervise the Senior Guest Services Agent and Guest Services Agent in their daily duties and responsibilities
• Conducts daily audits of Guest Services Agents’ appearance, grooming and hygiene and takes daily briefing
• Oversees associate posting, behavior and posture at the main lobby area as well as entrance (inside and outside premises), access corridors and lifts
• Evaluates per shift checklist, and ensures all tasks are completed
• Supervises and assists Guest Services Agents in planning, documentation, along with all of their tasks at the Customer Service desk
• Conducts On-Job-Training for all Guest Services Agents
• Conducts periodic high balance check in coordination with Finance department
• Checks next day’s arrivals list daily, ensuring the accuracy of all bookings, room assignments and any related resident requests
• Reviews traces for all reservations and resolves accordingly
• Maintains accuracy of data on the Property Management System
• Meets upon arrival or bid farewell VIP residents in the absence of senior management
• Escorts guests to the apartment upon arrival when necessary
• Conducts periodic checks of all luggage/parcel storage areas
• Addresses and resolves resident complaints or concerns
• Coordinates with Security Department in conducting investigations as needed
• Coordinates with Drivers to ensure smooth operations and exceptional service to all residents
• Conducts daily checking of all traces to ensure resolution of requests and assist in any difficulty encountered
• Any other duties as assigned from time to time

SKILLS, KNOWLEDGE & QUALIFICATIONS

• Minimum GCE "O" Level or equivelant
• Minimum 4 years of relevant experience in Front Office operations, of which at least 1 year in supervisory position
• Proficient knowledge in OPERA Cloud
• Excellent spoken & written English communication skills
• Good interpersonal and problem-solving skills
• Ability to multi-task, working well under pressure and tight deadlines
• Willing to work rotating shift, weekend and public holidays

We regret that only shortlisted candidate shall be notified.