Duty Manager

5 days ago

Singapore Capella Hotel Group Full time

Singapore, SGP
Salary
Full Time

Position Overview

A coordinator of guest services and as 'eyes' and ears' of the management, duties will include the welcoming of all VIP guests, soliciting for feedback, addressing service and product issues and looking into the general well-being of our guests. The Duty Manager oversees the day-to-day operations of the front office including night shift, ensuring the smooth delivery of exceptional services to guests. Visibility will be a key feature.

**The Role**:
A. Manage Front Office Operations

Conduct pre-shift briefings to review information pertinent to daily business
Review daily occupancy, inventory, and guest activities
Implement operating procedures and service standards for front office operations
Manage personalised reception services for VIP guests' arrivals and departures
Anticipate the special needs and requests of guests and ensure guests' well-being is taken care of throughout their stay
Identify and resolve deviations and irregularities related to front office services

B. Drive Service and Operational Excellence

Manage team's service performance in response to guests' needs and requests to ensure guest satisfaction
Manage service recovery for escalated guests' concerns and feedback
Build guest relationships to enhance return visits

C. Manage Operational Risks

Operationalise compliance management on data protection regulations and organisational security procedures for guest registration and credit and cash transactions
Respond to and manage emergency situations

D. Manage Human Resources, Finance and Report Management

Monitor and follow-up on guests' credit status and pending payments to ensure timely collection
Review operations reports and statistics to monitor and report departmental performance
Support budget forecasting processes for the department

**Talent Profile**:
Minimum diploma in Hospitality Management
2-3 years of work experience in similar capacity
Embodies excellent etiquette and portrays a professional image
In-depth knowledge of hotel reception procedures and a good understanding of all other working areas of the hotel
Possesses good verbal and written command of English
Able to communicate well in a team
Excellent leadership and problem-solving skills
Willing to work flexible hours, including weekdays and holidays

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