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Duty Manager

2 weeks ago

Central Region, Singapore Shangri-La Singapore Full time $60,000 - $120,000 per year

At Shangri-La Singapore we are a heart-warming family. We share something powerful – our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.

Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.

We are looking for a Front Office Duty Manager - Serviced Apartment, to join our team

The Duty Manager is responsible for overseeing the smooth operations the business unit, ensuring exceptional guest experiences, effective team leadership, and adherence to the organisation's standards, policies, and corporate programmes.

Key Responsibilities:

  • General/Technical Knowledge

  • Complete knowledge of operational systems of Front Office, Guest Service/Switchboard, and related systems.

  • Familiarity with the organisation's standard operating policies and procedures.

  • Understanding of corporate and local rooms programmes

  • People Management/Leadership

  • Maintain department organization, manning, and productivity

  • Identify training needs and implement training programmes
  • Conduct performance reviews and foster a positive work environment

  • Lead daily and weekly operational meetings and ensure effective communication across departments

  • Customer Loyalty

  • Ensure guest preferences are recorded and acted upon

  • Drive customer delight and retention through proactive service
  • Collect and respond to guest feedback promptly

  • Uphold service standards and lead by example

  • Operational Processes & Control

  • Supervise staff adherence to policies and procedures

  • Take ownership of guest requests and service recovery
  • Monitor room availability, maintenance status, and staff schedules

  • Conduct inspections and ensure compliance with standards and internal controls

  • Administration

  • Attend and conduct relevant meetings

  • Ensure timely and accurate reporting
  • Collaborate with Purchasing for contracts and Capex purchases

  • Maintain equipment inventory and procurement records

  • Human Resources

  • Oversee staff training, development, and succession planning

  • Conduct performance appraisals

  • Monitor employee morale and support continuous development

  • Safety and Security

  • Ensure guest and employee safety during emergencies

  • Coordinate with Emergency Response Team and document incidents

  • Be familiar with emergency services and procedures

  • Environmental Responsibility

  • Support and implement environmental initiatives in the workplace

  • Corporate Social Responsibility

  • Participate in community and corporate social responsibility programmes

  • Profitability

  • Contribute to forecasting, budgeting, and profit improvement plans

  • Review financial results and develop strategies to boost occupancy and revenue

Key Requirements:

  • Minimum 2 years' working experience in hospitality/service-related industries
  • Has a positive working attitude with passion and energy to drive results
  • Prior experience managing operations and a team is a requirement