Front Office Duty Manager

Description

They are seeking a Front Office Duty Manager. This role provides leadership and operational oversight to the Front Office team, ensuring exceptional guest service and adherence to Shangri-La’s service standards. EA License Number: 22C1267 EA Personnel: R22110252

Responsibilities and Duties

General Operations: - Maintain complete knowledge of Front Office, Guest Service/Switchboard, and related operational systems. - Review room availability, guest arrivals/departures, staff schedules, logs, and reports. - Verify Night Audit, financial postings, and operational readiness across all service areas. - Oversee lobby/public area inspections, driveway management, and upselling initiatives. People Leadership: - Manage staffing, scheduling, and productivity to meet guest needs and occupancy forecasts. - Identify training needs, support Front Office Trainer, and conduct performance reviews. - Foster a motivated, respectful, and high-performing work environment. - Lead by example with visible, hands-on leadership. Guest Experience: - Ensure guest satisfaction by fulfilling preferences and addressing feedback. - Drive service excellence, customer delight, and proactive issue resolution. - Handle guest complaints, document in feedback platforms, and follow up effectively. Operational Compliance: - Authorise rebates/paid-outs within delegated limits, ensure accurate reporting. - Oversee recruitment, roster planning, training, and disciplinary matters. - Ensure compliance with Shangri-La policies, safety standards, and corporate initiatives. - Lead emergency responses, coordinate with ERT and CMT, and ensure safety protocols.

Qualifications and Requirements

- Pleasant personality with a strong passion for hospitality. - Minimum 2 years of supervisory experience in hotel front office operations. - Fluent in spoken and written English; proficiency in an additional language (Mandarin, Arabic, etc.) is an advantage. - Strong leadership, communication, and problem-solving skills.