Senior/ Night Duty Manager

OASIA HOTEL NOVENA, SINGAPORE; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

OASIA HOTEL NOVENA, SINGAPORE is seeking a proactive Duty Manager to direct, monitor and supervise day-to-day operations across Front Office and related departments, ensuring smooth operations and service excellence aligned with hotel standards.

You will supervise Front Office sections (reception, cashier, telephone, reservation, baggage), manage guest relations and complaints with tact, assist in check-ins and check-outs, inspect VIP rooms, train staff, and collaborate with Sales to optimize

Responsibilities

• Direct and supervise day-to-day activities of Front Office and other operational departments.
• Ensure proper, efficient, and profitable functioning of the Hotel.
• Supervise Front Office sections: reception, cashier, telephone, reservation, baggage services.
• Provide prompt, courteous service and handle guest complaints with tact.
• Inspect VIP rooms before arrival and coordinate amenities.
• Monitor logbook, issue keys, follow up on inquiries and complaints.
• Manage security-related matters and cash handling per procedures.
• Plan and conduct on-the-job training for reception staff.
• Collaborate with Sales to optimize revenue and occupancy.

Job description

This role is responsible for directing, monitoring, and supervising the day-to-day activities of all sections within the Front Office and other operational departments. The Duty Manager ensures smooth operations and customer service satisfaction in line with the established standards and policies of the Hotel.

• Responsible for ensuring the proper, efficient, and profitable functioning of the Hotel.
• Supervise sections in the Front Office, including reception, cashier, telephone, reservation, and baggage services. Monitor staff members’ conduct and job performance and to project a positive corporate image to guests.
• Provide prompt, courteous, and efficient service to guests and handle guest complaints with tact and diplomacy. Assist in guest check-ins and check-outs.
• Assist in inspecting rooms assigned to VIPs before their arrival, escort VIPs to their rooms and ensure complimentary amenities are provided. Inform relevant departments about VIPs’ arrival.
• Check the Logbook for messages and follow up actions at the beginning of each shift. Issue keys to authorized personnel only and initiate correspondence regarding enquiries, reservations, and complaints. Monitor housekeeping discrepancy reports and take corrective actions when necessary.
• Handle security-related matters, such as directing guests reporting incidents or theft and addressing guest conduct issues
• Maintain the cash float amount according to expected occupancy. Authorize rate and room changes, paid outs, cash advances, and acceptance of cheques following procedures and credit policies.
• Take charge of training all reception staff members, include planning, organizing and conducting on-the-job training.
• Monitor room inventory closely to maximize room utilization and generate higher revenue. Collaborate with Sales to optimize revenue and occupancy from group allotments.
• Take on the responsibility of evacuating staff members and guests during a fire in the absence of the Safety & Fire Manager. Attend CERT training as required by law and regulations.