At Shangri-La Singapore we are a heart-warming family. We share something powerful - our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.We are looking for a Duty Manager - Serviced Apartments/Residences, to join our team!The Duty Manager is responsible for overseeing the smooth operations the business unit, ensuring exceptional guest experiences, effective team leadership, and adherence to the organisation's standards, policies, and corporate programmes.Key Responsibilities:General/Technical KnowledgeComplete knowledge of operational systems of Front Office, Guest Service/Switchboard, and related systems.Familiarity with the organisation's standard operating policies and procedures.Understanding of corporate and local rooms programmesPeople Management/LeadershipMaintain department organization, manning, and productivityIdentify training needs and implement training programmesConduct performance reviews and foster a positive work environmentLead daily and weekly operational meetings and ensure effective communication across departmentsCustomer LoyaltyEnsure guest preferences are recorded and acted uponDrive customer delight and retention through proactive serviceCollect and respond to guest feedback promptlyUphold service standards and lead by exampleOperational Processes & ControlSupervise staff adherence to policies and proceduresTake ownership of guest requests and service recoveryMonitor room availability, maintenance status, and staff schedulesConduct inspections and ensure compliance with standards and internal controlsAdministrationAttend and conduct relevant meetingsEnsure timely and accurate reportingCollaborate with Purchasing for contracts and Capex purchasesMaintain equipment inventory and procurement recordsHuman ResourcesOversee staff training, development, and succession planningConduct performance appraisalsMonitor employee morale and support continuous developmentSafety and SecurityEnsure guest and employee safety during emergenciesCoordinate with Emergency Response Team and document incidentsBe familiar with emergency services and proceduresEnvironmental ResponsibilitySupport and implement environmental initiatives in the workplaceCorporate Social ResponsibilityParticipate in community and corporate social responsibility programmesProfitabilityContribute to forecasting, budgeting, and profit improvement plansReview financial results and develop strategies to boost occupancy and revenueKey Requirements:Minimum 5 years' working experience in hospitality/service-related industriesHas a positive working attitude with passion and energy to drive resultsPrior experience managing operations and a team is a requirement [Not translated in selected language]
