Duty Manager at Sofitel Singapore Sentosa

About the Company

The Sofitel brand is rooted in three core values upheld daily by every team member: Passion for Excellence, an Essence of Pleasure, and a Spirit of Openness. Employees embody these values by delivering personalized service that transforms every detail into moments of comfort and sophistication, forging meaningful connections with guests. These values also shape internal communication and traditions, ensuring continuity of the Sofitel spirit across hotels and headquarters. A passion for excellence and a proactive attitude are essential for this role.

Role Overview

The Duty Manager plays a vital role in efficiently managing hotel operations, ensuring excellent guest experiences, and safeguarding the property. This position serves as a representative of senior management, providing leadership and coordination across the hotel.

Key Responsibilities

• Act as the first point of contact from management when guests require managerial assistance. Handle situations tactfully and diplomatically to resolve issues promptly while adhering to Sofitel Sentosa Singapore's policies.
• Maintain detailed records of incidents and noteworthy issues in the Duty Manager's logbook for management attention and follow-up.
• Coordinate all lobby activities, focusing on guest engagement and providing dynamic leadership in the lobby area unless assigned specific missions elsewhere.
• Lead Front Office communication by actively participating in daily briefings with the Front Office Manager and weekly meetings to discuss topics, challenges, and innovative ideas.
• Conduct briefings during the Front Office Manager’s absence, ensuring staff are fully informed and prepared.
• Record all incidents accurately and contact the Front Office Manager in emergencies.
• Oversee the overall coordination of Front Office operations and provide support across its sections.
• Ensure adherence to Front Office standards and procedures aligned with Sofitel Sentosa Singapore policies.
• Coordinate with housekeeping on room prioritization and manage room requests efficiently.
• Supervise accurate completion of End of Day reports, including "No Show," "Rooms Occupied," "Complimentary," and "House Use" figures and verify financial reports.
• Maintain cleanliness and orderliness of Front Office areas consistently.
• Oversee safety and security measures to guarantee smooth hotel operations.
• Provide leadership, guidance, and assistance to the Front Office team and other departments when required.
• Ensure employees understand and adhere to departmental policies and procedures in daily tasks.
• Communicate new or updated policies, rates, and hotel information effectively to all staff.
• Act as Room Controller, ensuring accurate and correct room allocations.
• Report suspicious behavior, luggage issues, or altercations to security and log all such incidents diligently.

Qualifications and Skills

• Diploma in Tourism or Hospitality Management.
• At least 2 to 4 years of relevant experience in Front Office operations.
• Excellent command of English in speaking, reading, and writing.
• Proficient with Microsoft Office applications.
• Familiarity with Opera property management system is an advantage.

Additional Information

• The role requires shift work, which includes weekends and public holidays.