Duty Manager (Front Desk)

JOB SUMMARY

The Duty Manager is responsible for driving the hotel’s Balance Score Card which includes GuestVoice results mainly focusing on Overall Satisfaction, Arrival Experience, Elite appreciation, Staff Service Overall. The Duty Manager is also responsible for driving the contactless mobility index and shall work closely with the Loyalty Manager and At Your Service Manager to ensure the goals are met. The Duty Manager is also the main point of contact for all guests’ concerns, feedbacks and incidents and shall determine the situation for further escalation to the respective Departmental Leaders and Management team.

Assist Front Office Leaders in training, evaluating, counseling, motivating and coaching associates; serve as a role model to all associates. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean, professional and adhere to HR grooming standards; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. The Duty Manager must also be able to stand, sit, or walk for an extended period of time.

JOB DUTIES AND RESPONSIBILITIES

Safety and Security

· Familiarize with Hotel’s Fire Emergency Announcement System and react immediately in case of any alarm activated and, works closely with the Hotel’s CERT team and CMT team.

· Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

· Report work related accidents, or other injuries immediately upon occurrence to the Loss Prevention team and to Management.

· Maintain awareness of undesirable persons on property premises.

· Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

· Identify and correct unsafe work procedures or conditions and/or report them to Management and security/safety personnel.

· Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

· Protect the privacy and security of guests and coworkers.

· Maintain confidentiality of proprietary materials and information.

· Follow all company and department policies and procedures.

· Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

· Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Working with Others

· Support all co-workers and treat them with dignity and respect.

· Handle all situations and always act with integrity.

· Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

· Develop and maintain positive and productive working relationships with other employees and departments.

· Involve in planning of Departmental Meetings and gathering.

· Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

· Partner with and assist others to promote an environment of teamwork and achieve common goals.

Assists Management

· Serve as a departmental role model or mentor by working alongside associates to perform technical or functional job duties.

· Encourage and motivate all associates to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

· Ensure that all associates are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

· Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

· Listen to all associates’ suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

· Coach and develop associates (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

· Assist management to ensure that all associates have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).

· Coordinate tasks and work with other departments to ensure that the department runs efficiently.

· Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.

· Collaborate with management to formally recognize all associates' performance contributions.

· Serve as the first point of contact representing the Hotel Management in their absence (ie. Weekends, after-hours, Public Holidays)

Check-in/Check-out/Cashiering (Duty Manager & Front Desk Duties)

· Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, rooms allocation, and issuing room key in accordance with property policies and procedures.

· Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.

· Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

· Activate room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.

· Verify and adjust billing for guests where necessary.

· Accommodate requests for room changes when possible.

· Assign room according to guest request and preferences whenever possible.

· File guest paperwork or documentation.

· Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharers, separate room/tax/incidentals, comp).

· Ask for and enter Marriott Bonvoy information (e.g., number, name, address) when taking reservation or checking guest in.

· Ensure rates match market codes and that any exceptions are documented and include an explanation.

· Sell a room/accommodation to guests without reservations based on availability.

· Ensure mobile guests are acknowledged and thank guest for their loyalty & using the APP

· Print contingency lists to have a record of all guests in case of emergency.

· Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

· Complete designated cashier and closing reports in the computer system.

Guest Services

· Contact appropriate individual or department (e.g., Housekeeping, Engineering, Loss Prevention) as necessary to resolve guest call, request, or problem.

· Follow up with guests to ensure their requests or problems have been met to their satisfaction.

· Receive, record, and relay messages accurately, completely, and legibly.

· Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.

· Answer, record, and process all guest calls, requests, questions, or concerns.

Security

· Notify Loss Prevention/Security of any guest reports of theft.

· Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

· Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

· Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

· Maintain awareness of undesirable persons on property premises.

• Any other duties as may be assigned from time to time.

JOB REQUIREMENTS

• Minimum Diploma in Hospitality Management / Hospitality Operations / Hospitality Services
• At least 3 years of relevant working experience & supervisory level
• Great knowledge about Singapore's tourism
• Great presentation, communication and problem-solving skills
• Great knowledge of Hotel Operating System (e.g. Opera, Micros) and MS Office application software
• Customer-oriented, pleasant and outgoing personality
• Well-organized & great follow-up skills
• Great teamwork
• Able to start work within short notice period