Duty Manager

Company Overview

Founded in 1875, the Young Women’s Christian Association (YWCA) of Singapore is a social service agency dedicated to empowering women from low-income families through holistic programmes. YWCA Fort Canning supports these initiatives via hospitality revenue.

Job Summary

The Duty Manager oversees front office daily operations to ensure team efficiency and service excellence. This role involves developing operational plans, managing VIP guest services, monitoring room inventory, and driving service recovery and compliance.

Responsibilities

Manage front office operations

Collaborate with departments to fulfill guests' special requirements and requests

Develop and implement operational plans aligned with front office procedures and service standards

Identify and resolve deviations and irregularities in front office services to maintain quality

Manage personalised reception services for VIP guest arrivals and departures

Monitor front office operations to ensure compliance with organisational standards and procedures

Track room inventory levels and reconcile discrepancies to maintain accuracy

Control and maintain accurate inventory of all room keys

Respond to incoming emails promptly and follow up on required actions

Ensure luggage storage in the baggage room is controlled, recorded, and orderly at all times

Review operational reports and statistics to monitor and report departmental performance

Update digital signage daily with accurate information on F&B activities and events

Drive service and operational excellence

Build and maintain guest relationships to encourage repeat visits

Engage with guests to collect feedback on service quality for continuous improvement

Manage service recovery for escalated guest concerns, maintaining proper records

Oversee team service performance to meet guests’ needs and ensure satisfaction

Review and recommend improvements to systems and processes to enhance workflow and productivity

Manage departmental operating expenses to stay within budget

Manage operational risks

Respond effectively to emergency situations to ensure guest and staff safety

Implement compliance management for data protection and organisational security in guest registration and financial transactions

Report all emergencies and incidents immediately during night shifts with proper documentation

Team Management

Provide mentoring and guidance to enhance staff work performance

Conduct daily briefings to align team objectives and updates

Maintain accurate daily operations records

Participate in meetings as required

Required competencies and certifications

Minimum 2 years of relevant experience

Strong working knowledge of Opera system

Proficiency in Microsoft Word, Excel, and Outlook

Availability to work shifts including weekends and public holidays

Founded in 1875, the Young Women’s Christian Association (YWCA) of Singapore is a social service agency committed to serving those in need, regardless of race or religion. Our holistic programmes and services aim to empower and support women from low-income families by alleviating financial burdens and care-giving responsibilities. We strive to uplift the family unit, and to provide the right resources and opportunities to improve lives.

YWCA’s community service programmes are supported by YWCA Fort Canning, our revenue-generating arm in hospitality. All net proceeds contribute towards our social initiatives such as

Empowering Mums

,

Meals-on-Wheels

, and

Sustenance for Families

.

For more information, please visit

www.ywca.org.sg

.