Jobs

    Duty Manager - Singapur, Singapore - Capella Singapore

    Capella Singapore
    Capella Singapore Singapur, Singapore

    4 days ago

    Default job background
    Description

    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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