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Hotel Operations Manager

2 months ago

Singapore DHI DOWNTOWN PTE. LTD. Full time
Hotel Duty Manager

At DHI DOWNTOWN PTE. LTD., we are seeking a highly skilled and experienced Hotel Duty Manager to join our team. As a key member of our front office team, you will be responsible for ensuring the smooth operation of our hotel's guest services.

Key Responsibilities:
  • Conduct daily audits of Guest Services Agents' appearance, grooming, and hygiene, and provide feedback for improvement.
  • Oversee the posting, behavior, and posture of Guest Services Agents in the main lobby area, entrance, and access corridors.
  • Evaluate the per-shift checklist and ensure all tasks are completed.
  • Supervise and assist Guest Services Agents in planning, documentation, and task completion at the Customer Service desk.
  • Conduct on-the-job training for Guest Services Agents.
  • Conduct periodic high-balance checks in coordination with the accounting department.
  • Verify the accuracy of next day's arrivals list, ensuring all bookings, room assignments, and resident requests are correct.
  • Review traces for all reservations and resolve any issues.
  • Maintain the accuracy of data on the Property Management System.
  • Meet or bid farewell VIP residents in the absence of senior management.
  • Escort guests to their apartments upon arrival when necessary.
  • Conduct periodic checks of all luggage and parcel storage areas.
  • Address and resolve resident complaints or concerns.
  • Coordinate with the Security Department to investigate incidents as needed.
  • Work with Drivers to ensure smooth operations and exceptional service to all residents.
  • Conduct daily checks of all traces to ensure resolution of requests and assist with any difficulties encountered.
  • Report any emergencies or incidents to Management.
  • Conduct Night Audit Tasks according to established procedures and guidelines.
  • Prepare daily reports for Management and ensure accuracy.
  • Familiarize yourself with billing and credit policies to effectively handle and process billing requirements.
  • Conduct random checks on team members from other departments.
Requirements:
  • Front Office experience
  • Leadership skills
  • Property Management knowledge
  • Housekeeping understanding
  • VIP service experience
  • Property management software proficiency
  • Audit skills
  • Wellbeing and Human Resources knowledge
  • Customer Service expertise