Senior / Duty Manager (Orchard Cluster)

About the role

The Senior / Duty Manager directs, monitors and supervises the day-to-day activities of all sections within the Front Office and other operational departments across the Orchard Cluster hotels. The role ensures smooth operations and customer service satisfaction in line with the hotel's standards and policies, and is responsible for the proper, efficient and profitable functioning of the hotel.

Key responsibilities

• Supervise Front Office sections (reception, cashier, telephone, reservation, baggage) and monitor staff conduct and performance while projecting a positive corporate image to guests.
• Provide prompt, courteous and efficient service, handle guest complaints diplomatically and assist with check-ins and check-outs.
• Inspect rooms assigned to VIPs before arrival, escort VIPs to their rooms, provide complimentary amenities and inform relevant departments of VIP arrivals.
• Check the logbook for messages and follow-up actions at the start of each shift, issue keys only to authorised personnel and follow up on enquiries, reservations and complaints.
• Monitor housekeeping discrepancy reports and take corrective action when needed; handle security matters such as incidents, theft and guest conduct issues.
• Authorise rate and room changes, paid outs, cash advances and cheque acceptance in line with procedures and credit policies.
• Train reception staff, including planning, organising and delivering on-the-job training.
• Monitor room inventory to maximise utilisation and revenue, collaborate with Sales on group allotments, and take charge of evacuation during a fire.
• Attend CERT training as required by law and regulations.

Required profile

• Minimum Diploma in Hospitality, Tourism or a related field.
• At least 2-3 years of Front Office or supervisory experience in the hotel industry.
• Strong leadership, communication and problem-solving skills, and a service-oriented approach to handling guest feedback and operational issues.
• Well-groomed and professional in appearance and demeanor.
• Willingness to work rotating shifts, weekends and public holidays.

Required skills

• Proficiency in Opera PMS or other hotel management systems.
• Hospitality certifications (e.g. CERT, service excellence, leadership, operations) are an advantage.