Duty Manager

1 week ago

Central Singapore CapitaLand Full time

About Us

CapitaLand Group (CapitaLand) is one of Asia’s largest diversified real estate groups. Headquartered in Singapore, CapitaLand’s portfolio focuses on real estate investment management and real estate development, and spans across more than 260 cities in over 40 countries.

**Job Description**:
Manage front office operations - Implement operating procedures and service standards for front office operations - Monitor front office operations to ensure adherence to organisational standards and procedures - Develop operations plans for front office operations - Review manpower allocation for front office operations - Monitor room inventory levels and reconcile discrepancies - Collaborate with various departments on guests' special requirements and requests - Manage personalised reception services for VIP guests' arrivals and departures - Implement loyalty programmes for guest retention and growth - Identify and resolve deviations and irregularities related to front office services 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 - Interact with guests to gather feedback on service quality - Analyse guest satisfaction levels and feedback for service improvement and relationship management - Review systems and processes for workflow and productivity improvement - Innovate new ideas to enhance guest experience and revenue generation - Direct the implementation of sustainability programmes to drive organisational green initiatives Manage operational risks - Operationalise compliance management on data protection regulations and organisational security procedures for guest registration and credit and cash transactions - Manage emergency situations - Manage loss and risk prevention policies and procedures to minimise loss and risk in business operations Manage human resources, finance and report management - Review operations reports and statistics to monitor and report departmental performance - Support budget forecasting processes for the department - Manage cost control to keep departmental operating expenses within budget - Establish learning and development plans and facilitate learning and development opportunities to enhance staff work performance - Provide coaching and guidance to improve staff work performance - Manage staff performance to achieve department goals

**Benefits**:

- Flexible benefits with comprehensive medical coverage for self and family
- Training and development opportunities
- Subsidised rates at Ascott serviced residences
- Strong advocate of staff volunteerism
- Wellness programmes
- Closing Statement:

- At CapitaLand, we advocate fair employment practices, and recruit talents based on merit and fit with our Corporate values. We provide equal opportunity for all qualified persons and build an inclusive workplace regardless of race, gender, age, religious belief or nationality.

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