Duty Manager - Courtyard Hotel, Novena

About the role

Courtyard is hiring a full-time Duty Manager in Novena, Singapore, to act as the property manager on duty and oversee all property operations. The role ensures the highest levels of hospitality and service, represents the property in resolving guest and property situations, manages guest flow in the lobby and acts as Guest Relations Manager, tracking service issues.

Key responsibilities

• Maintain strong working relationships with all departments, communicate changes to established norms promptly, send the MOD report to departments daily and ensure compliance with policies, standards and procedures.
• Support profitability by following loss prevention policies, reviewing staffing levels against guest service and financial objectives, and reviewing financial statements, sales and activity reports to identify cost-reduction opportunities.
• Intervene in guest and employee situations to protect the property's integrity and guest satisfaction, empower staff to deliver excellent service, handle guest complaints, collect feedback and record guest issues in the guest response tracking system.
• Take part in corrective action plans, inspect the facility regularly for appearance, safety, staffing, security and maintenance, and ensure employees are cross-trained.
• Assist with investigations of employee and guest accidents, observe service behaviour and give feedback, and ensure fair and consistent application of property policies and disciplinary procedures.
• Implement emergency plans for accidents, fires, thefts, violence and other emergencies.

Required profile

• High school diploma or GED, or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related major.
• 4 years of experience in guest services, front desk, housekeeping or a related field, or 2 years of such experience with a relevant degree.