Duty Manager

1 week ago

Singapore TOLEDO INTERNATIONAL PTE. LTD. Full time $40,000 - $80,000 per year
About the Job

We are looking for a Duty Manager who sets their own high standards across everything from cleanliness to productivity. You'll be expected to effectively and efficiently deal with all guest complaints, queries and suggestions.

A little taste of your day-to-day

Job Benefits

  • Birthday Leave
  • Flexi-benefit
  • Insurance Coverage
  • Learning and Development Opportunities within IHG
  • Employee Rate across IHG Hotels worldwide
  • Duty Meal

Job Responsibilities

Staff Management:

  • Provide mentoring to Guest Services Agents, offering coaching and regular feedback to manage conflicts and enhance employee engagement.
  • Ensure team members are adequately trained and equipped with the necessary tools to fulfil their job duties.

Team Collaboration and Communication:

  • Foster teamwork to ensure quality service through consistent communication and coordination.
  • Develop programs aimed at improving team member engagement, aligning with brand service behaviours.
  • Implement and monitor team member succession planning to ensure a robust and capable team for the future.

Guest Satisfaction:

  • Address guest complaints promptly and ensure corrective actions are taken to resolve issues and concerns.
  • Drive improvements in guest satisfaction goals by collaborating with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
  • Allocate time to interact with guests, solicit feedback, and build positive relationships.

Operational Standards:

  • Accountable for maintaining Standard Operating Procedures (SOPs) in accordance with Service Level Standards.
  • Perform any other ad-hoc duties as assigned by the Rooms Division Manager or Operations Manager.
  • This role plays a critical part in ensuring the smooth operation of our establishment, guaranteeing high levels of guest satisfaction and fostering a positive and engaged team environment.
What We Need From You
  • Minimum of a Diploma or equivalent qualification, or a minimum of 2 years of relevant experience in the Hospitality Industry.
  • Proficiency in spoken and written English is essential.
  • Demonstrated excellence in communication, problem-solving, reasoning, and motivational skills.
  • Flexibility to work varying shift schedules, including nights, weekends, and holidays.

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