Duty Manager - Singapore - MERCURE SINGAPORE BUGIS

MERCURE SINGAPORE BUGIS

Verified Company

Singapore

2 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

**RESPONSIBILITIES

Assist the Assistant Front Office Manager in setting up the Front Desk training tools such as job descriptions, standards and procedures, and training plans as a guideline for the Front Desk operation.
Train and supervise the Front Desk Assistants in all reception and cashiering procedures and assign tasks as necessary.
Assist with new employee orientation and training and ensure that all Front Desk personnel are advised and trained on all changes in policies and procedures.
Continuously monitor, study and evaluate operations, policy and procedures of the Front Desk; and propose necessary improvements to Assistant Front Office Manager.
Plan, prepare and conduct ongoing training for Front Desk Personnel on a regular basis.
To be proactive thinking, to be able to react fast to problems, and to make sound management decisions.
Ensure all outstanding and pending issues are settled timely.
To exercise control over all other Front Office staff in the absence of their respective supervisors.
To ensure that all keys and folders for daily arrivals are prepared by the Front Office Assistant.
To ensure that the Front office, the lobby area is kept clean at all times.
To make daily round of all Front Desk and Bell Desk operating departments to check that all staff adhere to Hotel policies.
To be well informed of hotel facilities and be able to answer all inquiries.
To handle complaints or incidents/accidents occurring in the hotel when necessary.
To respond to emergency calls, fire alarm, power failure, computer and medical attention and coordinate with respective Departments and contacts.
To conduct daily Front Office briefing.
To spotcheck special setups for late VIP guest's arrival ensuring that they adhere to the required standard.
To ensure that Energy conservation is exercised in all areas at all times.
To read through and approve the Rooms Statistic Report.
Assist with Front Desk employees' performance evaluations and recommend promotions or demotions of assigned Personnel.
Supervise all Front Desk Assistants assigned to his/her shift and ensure that all tasks are performed and completed.
Assist with check in, information requests, check out and other services required by the guests to ensure their comfort and satisfaction.
Authorise the acceptance of travelers cheques, cash advance, rebates, paid out, refunds base on the established procedures.
Responsible for the orderly and clutterfree appearance of the Front Desk personnel; ensure that all Front Desk personnel are well groomed and in proper uniform.
Ensure that the manual key, guest card key, and guest room security procedures are followed.
Ensure a smooth flow of checkin and checkout during peak hours; if necessary direct guests to available Front Desk Assistant.
Ensure that all telephone calls are handled promptly within three rings.
To keep Personal Grooming at the highest standard and make sure that subordinates have the same.
To identify weaknesses in Front Office and to revise all necessary
Maintain safety by adhering to safety policies, and be responsible to report accidents immediately.
Deal with the public in a professional and courteous manner.
Ability to communicate with all managers and supervisors and fellow associates.
Ability to handle conflict situations in a professional manner.
To write reports relating to complaints, and forward copies to various executive/department heads concerned.
To record all complaints into a log book for the General Manager's attention or follow up.
Prepare schedules and maintain Front Desk attendance record.

REQUIREMENTS

Preferred 3 years in a similar role or at least 3 years in a supervisory role in a hotel environment.
Strong interpersonal skills
Detailfocused and guestoriented
Excellent leadership and problemsolving skills
Strong verbal and written command of English