Downtown Hotel Operations Manager

1 week ago

Singapore DHI DOWNTOWN PTE. LTD. Full time

The Downtown Hotel Operations Manager position at DHI DOWNTOWN PTE. LTD. is a key role that requires exceptional leadership skills and a deep understanding of hospitality operations.

Job Summary

We are seeking an experienced and results-driven Operations Manager to lead our front-of-house team in delivering exceptional guest experiences.

Key Responsibilities
  • Conduct daily audits of Guest Services Agents' appearance, grooming, and hygiene, ensuring they meet high standards.
  • Oversee associate posting, behavior, and posture in the main lobby area, entrance, access corridors, and lifts, promoting a welcoming atmosphere for guests.
  • Evaluate per shift checklists, guaranteeing all tasks are completed efficiently.
  • Supervise and assist Guest Services Agents in planning, documentation, and task execution at the Customer Service desk, fostering a collaborative environment.
  • Provide on-the-job training for Guest Services Agents, enhancing their skills and knowledge.
  • Collaborate with the accounting department to conduct periodic high balance checks, ensuring accuracy and resolving discrepancies.
  • Daily review next day's arrivals list, verifying the accuracy of bookings, room assignments, and resident requests.
  • Resolve reservation traces promptly, addressing any issues or concerns.
  • Maintain data accuracy on the Property Management System, ensuring seamless operations.
  • Represent senior management in welcoming or bidding farewell VIP residents, providing exceptional service.
  • Escort guests to their accommodations when necessary, ensuring a smooth arrival experience.
  • Conduct regular checks of luggage and parcel storage areas, guaranteeing security and organization.
  • Address and resolve resident complaints and concerns efficiently, maintaining a positive reputation.
  • Collaborate with the Security Department to investigate incidents as needed, upholding hotel standards.
  • Work closely with drivers to ensure efficient operations and provide excellent service to residents.
  • Perform daily trace checks to ensure resolution of requests and address any difficulties encountered.
  • Report emergencies or incidents to management promptly, facilitating timely responses.
  • Complete Night Audit Tasks according to established procedures and guidelines, maintaining operational efficiency.
  • Prepare accurate daily reports for management, showcasing progress and challenges.
  • Familiarize yourself with billing and credit policies to effectively handle and process billing requirements.
  • Conduct random checks on team members from other departments, promoting cross-functional collaboration and improvement.
Required Skills and Qualifications

This role requires:

  • Front Office expertise
  • Strong leadership and communication skills
  • Property Management system knowledge
  • Auditing and investigation skills
  • Accounting and financial management abilities
  • Customer Service excellence
Benefits

We offer:

  • A competitive salary of SGD $50,000 - $65,000 per annum, based on experience
  • Ongoing training and development opportunities
  • A dynamic and supportive work environment
About Us

DHI DOWNTOWN PTE. LTD. is a leading hospitality provider in the heart of the city. We pride ourselves on delivering exceptional guest experiences through our dedicated teams and commitment to excellence.

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