Assistant Duty Manager

Job Summary

The Duty Managers are responsible for the day-to-day operations of the front desk and the welfare of our guests. They act as liaison officers and make decisions concerning the guests' well-being.

Job Responsibilities

• Oversee the daily Front Office Operations.

• Take care of VIP guests—anticipate and fulfil their needs and welcome/bid farewell on behalf of the Management.

• Inspect VIP arrival rooms and showrooms.

• Coordinate group arrivals and departures.

• Attend to guest requests/feedback and ensure the guests’ positive stay experience.

• Handles guest complaints/incidents and makes accurate and unbiased log entries for Management’s attention.

• Corresponding with guests on other matters via email.

• Be fully conversant with Fire and Emergency procedures.

• Frequently inspect the hotel to ensure its cleanliness, safety, and upkeep and report any findings to the respective departments.

• Coordinate among the engineering, housekeeping, and front office departments to handle and ensure ongoing room projects (PMR/ air-con servicing, etc.) are completed, and rooms are back into the inventory in time to minimise revenue loss.

• Coordinate with the Security Department concerning any suspected criminal act within the hotel.

• In the absence of the Management Team, take charge of any Emergency Situation or act on behalf of the Management Team.

• To stay updated with the Hotel’s Products, Promotions and happenings in Singapore.

• Recommend improvements in hotel operations – Processes, Services or Revenue.

• Ensure the sufficient and strategic deployment of manning, including reception and lobby coverage, coordinating meal breaks, etc.

• Assist in monitoring and reminding all team members about punctuality, grooming, conduct and performance.

• Approve rebates, paid out and guest entertainment expenses, noting valid reasons and ensuring that necessary documents support them.

• Assist in conducting shift briefings and provide feedback and information to the team.

• Identify the areas of improvement and conduct training for the team.

• Ensure all instructions and policies are communicated to the team.

• Report unsafe working conditions and follow up on rectifications.

• Performs any other duties assigned by the Rooms Division Manager that may reasonably be required for the needs of the business and to fulfil your role.