Night Duty Manager

2 weeks ago


Singapore PHOENIX OPCO PTE. LTD. Full time
Ensure a warm and genuine arrival and departure experience for all guests.

  • Ensure proper, efficient and profitable functioning of the Front Office.
  • Ensure that all Guest Services Executives are groomed according to hotel standards.
  • Maintain all department files and ensure that paperwork is kept to a minimum.
  • Investigate complaints, address the department concerned and respond to guest.
  • Raise accurate and detailed log entries for all incidents and occurrences in the hotel.
  • Coordinate with Security with regards to any criminal acts or suspicious guest.
  • Review the Daily Arrival Report for today and the following two days to ensure accuracy of information, history, services and amenities accorded.
  • Serve as the Manager on Duty and available to guests at all times.
  • Personally welcome guests in VIP guest, as well as repeat guests; recognize and anticipate their individual needs
  • Ensure that policies and procedures of the Hotel are properly understood and followed through.
  • Perform aspects of human resources and training functions, including coaching, counselling, training, disciplinary actions, etc., for Front Office Executives.
  • Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of the team.
  • Identify quality improvement trends and effectively communicate issue to the Front Office Manager.
  • Handle guest complaints and comments relating to the department tactfully.
  • Liaise with the respective employees to coordinate on staffing levels according to daily movements.
  • Initiates new procedures to increase efficiency, productivity and maximum guest satisfaction.
  • Identify training needs and implements effective training program.
  • Train colleagues on new work processes, understanding of policies and procedures.
  • Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department.
  • Perform any other reasonable duties as required by the Front Office Manager.

Qualifications:

Experience

  • 2 to 3 years of Front Office experience in the hotel, preferably with experience in a managerial role

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