Duty Manager

Job Responsibilities

1. Responsible for the overall smooth operations of Front Office functions i.e. Reception, Concierge, Communications and the Club Lounge.

1. Acts as the key contact for any guest issue or Hotel emergency in the absence of the Senior Management Team.

1. Handles all guest complaints and feedback in a professional manner.

1. Ensures all reception and cashiering procedures are performed in accordance with established standards and procedures of the Hotel.

1. Provides leadership and support to the team through guidance and training.

1. Leads by example and fosters a positive work culture that encourages teamwork, accountability and excellence.

1. Attends daily internal operations meeting in the absence of Front Office Manager.

1. Reviews guest preferences and feedback to the Management.

1. Keeps abreast of market practices and recommends new suitable work processes for better efficiency and productivity.

1. Drives and promotes Front Office’s goals and initiatives such as Upselling goals, Trip Advisor ranking etc.

1. Develops and implements strategies to enhance guest satisfaction and loyalty.

1. Conducts regular performance evaluation and provides feedback to team members to ensure each team member is on the right direction.

1. Participates in recruitment and onboarding processes for new staff members.

1. Assists with budgeting, financial reporting, and cost control measures.

1. Conducts regular checks to ensure the service standards of Front Office staff are in compliance with Hotel’s stipulated standards.

1. Conducts regular team meetings and training sessions to communicate updates, share best practices and address any issues.

1. Demonstrates strong leadership, communication and problem-solving skills to effectively manage the Front Office Team.

1. Upholds the Carlton City Hotel’s brand standards and values and ensures consistency in service delivery.

1. Ensures that the Front Office complies with all regulatory requirements, including health, safety, and Ministry of Manpower (MOM) laws.

1. Performs any other job tasks assigned by Management.

Requirements

1. Good communication and customer service skills

1. At least 2 - 4 years of experience in the Duty Manager role.

1. Diploma in Hotel Management and/or Diploma in Tourism Studies preferred

1. Possesses excellent knowledge on Opera system

1. Trained in fire evacuation and emergency procedures

1. Certified AED and First Aider

1. Proficient in MS Word, Excel and PowerPoint applications

1. Basic foundation of F&B service operations knowledge preferred