Duty Manager

Worldwide Hotels (WWH) is Singapore’s largest homegrown hotel group, with 46 properties and over 9,000 rooms across seven brands. We create accessible, well-located stays for today’s travellers while growing across Asia-Pacific, with 12 overseas hotels and more than 2,800 rooms in five key markets. Join a dynamic hospitality group driven by service, growth and meaningful guest experience.

Job Description

• Oversee lobby operations to ensure guests' needs are promptly and efficiently met.
• Provide ongoing general management support throughout the hotel by monitoring guest satisfaction, service standards, security, employee activities, and physical defects, with a primary focus on front office operations.
• Coordinates with all relevant operations departments to ensure the proper functioning of the front office, including addressing room defects and maintaining room cleanliness.
• Ensure that departmental standard, policies, and procedures are maintained.
• Lead a team in addressing guest complaints and special requests, ensuring corrective actions are taken to achieve complete guest satisfaction.
• Update incident report for any critical incident including staff or guest injuries and damage to hotel property.
• Promptly, efficiently, and courteously address guests' inquiries, problems, and complaints to ensure their satisfaction and uphold the hotel's interests.
• Ensure that the Front Office and public areas are clean, orderly, and that all operating equipment is in good working condition.
• Ensure and maintain grooming standards of all Front Office team members.
• May require to undergo digital transformation by process improvement and the adoption of technology to enhance business performance.
• Support the company's sustainability initiatives and contribute to its efforts in building a more sustainable and inclusive organisation.

Requirements

• Degree or Diploma in Hospitality Management or other relevant qualification is preferred.
• Minimum 4 years’ related experience in a full-service hotel or mid-range hotel.
• Commitment to work rotating shift and any day, including weekends and public holidays.
• Great communication skills, ability to interact with guests, employees and third parties
• High attention to details.
• Ability to multi-task and work efficiently in a fast-paced environment.
• Demonstrate interest in digital transformation, process improvement and the adoption of technology to enhance business performance as an added advantage