Duty Manager - Bukit Merah

Job Description:

• To provide general management support throughout the hotel at all times, monitoring guest satisfaction, service standards, security, employee activity, and physical defects, with a main focus on front office operations.
• Profitability, ensuring the department meets its quantitative and qualitative targets.
• Leadership and employee matters, including managing and motivating front office teams in order to provide high-quality services for guests.
• Lead and support all Guest Experience Initiatives within the property.
• Guest Satisfaction, to ensure guests have a smooth-running stay at the hotel.
• Maintains close relationships with guests throughout their stay in order to foster loyalty.
• Anticipates guests’ needs and takes them into consideration.
• Handles guest complaints if they have not been dealt with by team members and provides a rapid solution.
• Monitor guest satisfaction through (but not limited to) the Voice of the Guest (VOG) program, including online reputation, survey, and in-house guest feedback.
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values.

Requirements:

• Bachelor's Degree or Diploma in Hospitality Management or equivalent
• Minimum 3 years of relevant experience in a similar capacity
• Previous experience in a similar leadership role is an asset
• A service-focused personality is essential
• Prior experience working with Opera or a related system
• Strong interpersonal and problem-solving abilities and the ability to lead by example