Front Desk Manager (Duty Manager)

Position Overview

This entry-level management role is responsible for guiding and supporting the daily shift functions across front office areas, including Bell/Door Staff, Call Center, and Guest Services/Front Desk. The primary focus is to ensure high guest and employee satisfaction while meeting budgetary goals. The role also encompasses financial and administrative tasks to support operations.

Key Responsibilities

• Lead and motivate front desk team members through effective communication and interpersonal skills, setting an example of integrity and sound decision making.
• Promote trust, respect, and collaboration among team members, acting as a role model for professional conduct.
• Support all daily front office operations and cover for staff absences when needed, including coaching and addressing employee concerns.
• Supervise front desk shift operations and set clear performance expectations aligned with job roles.
• Manage daily operations to maintain quality standards and fulfill customer expectations.
• Develop and implement work plans and prioritize tasks effectively.
• Resolve complaints and conflicts diplomatically, ensuring customer satisfaction.
• Communicate departmental goals consistently during team meetings to achieve desired outcomes.
• Monitor staffing to meet guest service, operational needs, and financial targets efficiently.
• Train staff on credit policies to minimize financial risks and maximize room revenue through selling procedures.
• Deliver exceptional customer service, empowering employees to exceed guest expectations and handle feedback constructively.
• Implement customer recognition programs and utilize guest information systems to enhance repeat guest satisfaction.
• Assist with supplying uniforms and equipment and oversee project and policy initiatives related to guest services.
• Coach and mentor team members to develop their skills and improve service performance.
• Facilitate employee recognition and contribute to performance evaluations and training programs.
• Maintain clear and timely communication with staff and management regarding operational matters.
• Understand and adhere to loss prevention policies, ensuring compliance across front office functions.

Candidate Profile

• Minimum education: High school diploma or GED; accompanied by at least two years of experience in guest services, front desk, or a related professional field, OR
• Possession of a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related fields with no prior work experience required.
• Availability to work rotating shifts including nights, weekends, and public holidays.

Additional Information

Job Reference Number: 26075379
Job Category: Rooms & Guest Services Operations
Location: 30 Beach Road, Singapore 189763
Schedule: Full-time, non-management position, onsite at specified location.

Marriott International embraces equal employment opportunities and fosters a diverse environment where cultural backgrounds and experiences are highly valued. The brand encourages innovation and heartfelt service that contribute to the legacy of exceptional hospitality worldwide. JW Marriott, part of Marriott's luxury portfolio, offers associates a unique work community focused on holistic well-being and professional growth, emphasizing respect and exceptional guest service.