Senior / Duty Manager - Sentosa Cluster

About the role

Far East Organization is recruiting a Senior / Duty Manager for its Sentosa cluster hotels (The Barracks Hotel Sentosa, The Outpost Hotel Sentosa, Oasia Resort Sentosa and Village Hotel Sentosa). The role ensures the proper, efficient and profitable functioning of the hotel and covers front office supervision, guest service, VIP handling, cash control and team training.

Key responsibilities

• Supervise the Front Office sections (reception, cashier, telephone, reservation, baggage), monitor staff conduct and performance and project a positive corporate image to guests.
• Provide prompt, courteous and efficient service, assist with check-ins and check-outs, and handle guest complaints with tact and diplomacy.
• 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 directing guests reporting incidents or theft and dealing with guest conduct issues with the Security Department.
• Maintain the cash float according to expected occupancy and 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.
• Carry out spot checks on outlets while the Outlet Manager is absent, monitor room inventory to maximise utilisation and revenue, and collaborate with Sales on group allotments.
• Evacuate staff and guests during a fire in the absence of the Safety & Fire Manager and attend CERT training as required by law.

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 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 or operations) are an advantage.