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Duty Manager

2 weeks ago

Central Region, Singapore PARKROYAL COLLECTION Marina Bay, Singapore Full time $80,000 - $120,000 per year

Job Description:

We are looking for a dynamic and service-oriented leader to join our team. This role requires strong financial acumen, people leadership, and a passion for delivering exceptional guest experiences.

Key Responsibilities:

  • Support the preparation of the annual departmental operating budget and ensure effective monitoring of expenses to drive productivity.
  • Analyse financial data to drive revenue, profitability, and return on investment.
  • Assist in achieving hotel revenue goals through effective use of company systems and procedures.
  • Provide regular mentoring, coaching, and feedback to enhance team performance and service standards.
  • Ensure all team members are well-trained and equipped with the necessary tools to succeed in their roles.
  • Promote a "One Team" culture by fostering daily communication, coordination, and engagement.
  • Design and implement initiatives that improve associate engagement and align with brand service behaviours.
  • Develop and monitor succession planning to ensure a strong talent pipeline for the PARKROYAL COLLECTION brand.
  • Set clear performance and development goals for team members and actively support their growth.
  • Lead and oversee team training programs to ensure consistency and excellence in service delivery.
  • Respond promptly and professionally to guest complaints, taking corrective action to resolve issues and exceed expectations.
  • Attend to special requests and needs of guests, especially repeat visitors, to deliver personalised service.
  • Address performance deficiencies with team members, provide coaching, and arrange retraining when needed.
  • Ensure compliance with brand standards, hallmarks, and license agreements through consistent demonstration of brand behaviours.
  • Collaborate with other hotel departments to implement initiatives that improve guest satisfaction and service quality.
  • Regularly engage with guests, gather feedback, and build positive relationships.
  • Support front desk operations and reception tasks as part of a collaborative, service-focused team.
  • Maintain and update Standard Operating Procedures (SOPs) to meet service level standards.
  • Liaise with IT shared services to support PMS maintenance, configuration, and interface management.
  • Uphold a safe and secure environment for guests, staff, and hotel assets in line with policies and regulatory standards.
  • Exercise responsibility and integrity in handling hotel revenue.
  • Perform any other duties as assigned by the Supervisor.
Job Requirements:
  • Diploma/Degree in Hospitality Management or related field
  • Minimum 3–5 years of supervisory or managerial experience in front office or guest services
  • Strong leadership, coaching, and team management skills
  • Excellent interpersonal and communication abilities
  • Proven ability to handle guest complaints and resolve issues professionally
  • Experience with hotel PMS (Property Management Systems), preferably Opera
  • Good understanding of budgeting, cost control, and revenue generation
  • Familiar with brand standards and service excellence principles
  • Able to work flexible hours, including weekends and public holidays
  • High attention to detail and a proactive problem-solver