Duty Manager
kempinski
Duty Manager
DescriptionReporting to the Front Office Manager, the incumbent in the position is responsible for supervising the operations at the reception. He/she will support and assist the Front Office and other departments to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards.
Overall Objectives\nPlan and supervise the day-to-day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.\nEnsures that all guests receive prompt, cordial attention and personal recognition and resolves related problems.\nHandles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.\nLiaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.\nControl room availability for walk-ins and establish accountability for guests’ departure dates and times.\nFollow up with Housekeeping any unresolved room discrepancies.\nMaintain reservation procedures, same day arrivals.\nCheck all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.\nCheck all billing instructions and guest credit for accuracy. Follow up and resolve related issues.\nUnderstand and carries out duties in line with Hotel Emergency Procedures.\nInspects guestrooms on a daily basis.\nResponds promptly to any operational requests from Front Office and other hotel departments.\nOther ad-hoc duties as assigned.\n
Requirements\nWarm, pleasant, friendly and confident, with good interpersonal skills.\nPossess good command of English\nMinimum 3 years experience in a similar role\nComprehensive Opera knowledge\nMature & Customer focused.\n
Department: Rooms Division, Front Office & Guest Services
Employment Type: Permanent - Full Time
Location: Singapore - Singapore
DescriptionReporting to the Front Office Manager, the incumbent in the position is responsible for supervising the operations at the reception. He/she will support and assist the Front Office and other departments to ensure that the highest professional services are given to all guests in accordance with the Kempinski and Leading Quality Assurance (LQA) service standards.
Overall Objectives\nPlan and supervise the day-to-day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.\nEnsures that all guests receive prompt, cordial attention and personal recognition and resolves related problems.\nHandles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.\nLiaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.\nControl room availability for walk-ins and establish accountability for guests’ departure dates and times.\nFollow up with Housekeeping any unresolved room discrepancies.\nMaintain reservation procedures, same day arrivals.\nCheck all arrivals folios, follows up on credit standing of walk-in guests and validity of account to company instructions.\nCheck all billing instructions and guest credit for accuracy. Follow up and resolve related issues.\nUnderstand and carries out duties in line with Hotel Emergency Procedures.\nInspects guestrooms on a daily basis.\nResponds promptly to any operational requests from Front Office and other hotel departments.\nOther ad-hoc duties as assigned.\n
Requirements\nWarm, pleasant, friendly and confident, with good interpersonal skills.\nPossess good command of English\nMinimum 3 years experience in a similar role\nComprehensive Opera knowledge\nMature & Customer focused.\n
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