Duty Manager or Assistant FOM - KS Amena or Innside SG Central

• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.

• Provides functional assistance and direction to all departments.

• Cooperates, coordinates and communicates with other hotel departments as required.

• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel

• Responds to guest needs and resolves related problems

• Supervises and directs Reception personnel.

• Supports and assists Front Office personnel and all departments at peak periods.

• Prepare welcome cards with Director Of Rooms’s Signature for VIPs and MAS member guests, ensures them receive special attention.

• Inspects front of house and back of house regularly for cleanliness.

• Assists Guest Experience Manager in greeting, rooming, and sending off VIP guests.

• Hand over VIP guest information and pending issues with Guest Experience Manager on duty and follow up properly.

• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

• Promotes inter-hotel sales and in-house facilities.

• Checks billing instructions and monitors guest credit

• Analyses and approves discounts and rebates.

• Analyses the rate variance report to ensure rooms revenue control

• Takes action with the Property Management Systems (PMS) in emergency situation.

• Fully conversant with all hotel emergency procedures.

• Ensures front line staff complies with FIT marketing techniques and maximize sales.

• Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:

o Assists in planning for future staffing needs

o Assists in recruiting in line with company guidelines

o Prepares and administers detailed induction program for new staff

o Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation

o Ensures training needs analysis of Front Office staff is carried out and training programs are designed and implemented to meet needs

o Provides input for probation and formal performance appraisal discussions in line with company guidelines

o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

o Regularly communicates with staff and maintains good relations

• Works with superior in the preparation and management of the department’s budget. Duties include:

o Assists in co-coordinating the preparation of the departmental annual budget

o Controls and monitors departmental costs on an ongoing basis to ensure performance against budget

• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same

• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures

• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly

• Initiate action to correct a hazardous situation and notify supervisors of potential dangers

• Log security incidents and accidents in accordance with hotel requirements