Hotel Duty Manager (Front Office)

JOB SUMMARY

• Organising and ensuring smooth daily operations in Front Office by all associates. Assisting the Front Office Manager (FOM)/Assistant Front Office Manager (AFOM) in running the department and taking over his/her duties and responsibilities during his/her absence. Ensure all associates are properly trained before any task assignment.
• Work closely with the FOM/AFOM in motivating associates and ensuring the consistency of service standards rendered to guests.

JOB DUTIES AND RESPONSIBILITIES

1. Responsible for the efficient and professional running of the front office, including fostering good relationships with other departments.
2. Be at the front desk and lobby area at all times to ensure efficient and smooth service is provided to all guests.
3. Meet and greet guests when they arrive and bid them farewell upon departure.
4. Ensure guest feedback is attended to immediately and deal with any guest requests and problems within acceptable guidelines. Offer service recovery where applicable before guest departs from the hotel.
5. Meet and escort VIP guests to their rooms and achieve daily escort percentage goal of 70% and above.
6. Monitor and encourage associates to participate in upgrade initiatives in the department. Ensure monthly upgrade goal is achieved.
7. Monitor the enrolments of guests into our Marriott Rewards or the Marriott Miles Programme.
8. Encourage associates to go the extra mile in achieving GSS goals.
9. Constantly audit all front desk workflow for accuracy and consistency.
10. Responsible for manpower planning and weekly duty rosters.
11. Plan and conduct monthly department meetings.
12. Create a productive and positive atmosphere at the desk. Foster good relationships with all associates and other departments.
13. Assist all associates with questions and problems. Be a problem seeker and solver.
14. Plan associates gathering/team building activities.
15. Conduct appropriate hospitality training for associates.
16. Assist in interviewing new job candidates.
17. Handle all duties as assigned by the FOM/AFOM. Drive and complete special projects in a timely manner.
18. Assist and work together with the Guest Relation Executives to ensure smooth operations.
19. Maintain effective service in line with the Hotel’s Corporate Image.

CASH HANDLING

1. Process all payment types such as room charges, cash, checks, debit, or credit.
2. Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
3. Count bank at end of shift and secure bank.
4. Balance and drop receipts according to Accounting specifications.
5. Provide change to guests.
6. Obtain manual authorizations and follow all Accounting procedures when the computer system is down.
7. Cash guests' personal checks and traveler's checks.
8. Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

ADDITIONAL RESPONSIBILITIES

1. Ensure all areas of the Front Office as well as the Hotel Lobby are clean at all times.
2. 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 at a supervisory level.
• Great knowledge about Singapore's tourism.
• Excellent presentation, communication, and problem-solving skills.
• Proficient in Hotel Operating Systems (e.g. Opera, Micros) and MS Office applications.
• Customer-oriented with a pleasant and outgoing personality.
• Well-organized with great follow-up skills.
• Able to start work anytime or within a short notice period.