Senior Duty Manager (5-Star Hotel)

CRAIG ROAD PROPERTY HOLDINGS PTE. LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Mondrian Singapore Duxton seeks a Senior Duty Manager to oversee daily hotel operations, ensuring guest satisfaction and smooth front desk functioning. The role covers shift management, incident handling, and leadership of the Front Office team.

You will coordinate with Housekeeping, Engineering, and Security to maintain service standards and drive upsell initiatives, while upholding hotel policies and guest privacy.

Qualifications

• Experience in hotel front office leadership and duty management.
• Strong guest service and problem-solving skills.
• Ability to manage shifts and supervise Front Desk team.

Responsibilities

• Take ownership and responsibility for Duty Management shifts.
• Record incidents in the Duty Log and follow up with leadership.
• Report accidents or incidents to Security & Safety and coordinate with management.
• Monitor arrivals/departures and handle fully booked situations.
• Be familiar with all room types, rates, and layouts.
• Coordinate with Housekeeping and Engineering on Out Of Order rooms.
• Ensure accurate input into reservation/front desk systems and registrations.
• Drive upsell opportunities and collect guest email captures.
• Ensure supplies for Front Desk and manage purchasing orders as per policy.
• Engage with VIP guests and regular card holders.
• Balance cash and approve paid outs, corrections, and cashiering.
• Participate in departmental budgeting and financial reporting.

Skills

Guest service

Leadership

Front desk management

Shift management

Upselling opportunities

Tools

Reservation systems

Job description

Role Description

This is a full-time on-site role for a Senior Duty Manager position at Mondrian Singapore Duxton. The incumbent will be responsible for overseeing daily operations and ensuring guest satisfaction. They will handle guest inquiries and resolve any issues that may arise. The Senior Duty Manager will also manage the front desk and supervise the team, ensuring smooth operations and excellent customer service.

How your day looks like?

• Take ownership and responsibility for Duty Management shifts
• Record in the Duty Log all/any incidents that occur in the hotel and follow up with the Front Office Director and/or Hotel Manager
• Report any accident, incident, theft for both internal and external guests, and liaise with Security & Safety Manager as appropriate
• Knowledge of all arrivals and departures, using guest name at all times
• Check current day arrivals and departures, taking appropriate action in the event of fully booked situations
• Fully conversant with current availability situation at any given time, and also future availability
• Fully conversant with all hotel room types, numbers, layout, locations, rates
• Liaise with Housekeeping and Engineering as required for Out Of Order rooms
• Ensure accuracy of input into reservation/front desk systems, and content/legibility of registration cards
• Manage upselling opportunities, email capture and other Front Office initiatives
• Ensure all necessary supplies are available for the Front Desk in order to work efficiently and oversee ordering/completion of Purchase Orders in line with hotel policies and procedures
• Undertake and complete any special projects, tasks or other reasonable request by Front Office Director and/or Hotel Manager
• Meet and welcome regular, global card holders and VIP guests
• Ensure Front Door entrance is covered at all times
• Ensure guest privacy and security, respecting confidential information
• Ensure all guest special requests are followed through and administrated
• Ensure Front Desk Agents are fully conversant with correct policies and procedures for: Reservation enquiries and booking requests, allocation of rooms, pre-allocation and handling of Group arrivals, registering guests, offering assistance with luggage and/or escort to guestrooms, VIP guests/walk-ins, and handling complaints/feedback.
• Follow up on any doubtful accounts passed on by Front Desk Agents
• Authorize and sign paid outs, corrections, adjustments and cashier’s banking
• Be fully involved in the preparation of departmental and hotel budgets as well as any other financial reports if requested
• Ensure Front Desk Agents balance their close of shift and resolve any discrepancies in audit and cash float balancing
• Fully conversant with foreign exchange procedures
• Fully conversant with hotel credit policy as it relates to: cash payments, credit card payments, account to company, voucher payment, and third party payment.