Duty Manager

Company Overview

Founded in 1875, the Young Women’s Christian Association (YWCA) of Singapore is a social service agency dedicated to empowering women from low-income families through holistic programmes. YWCA Fort Canning supports these initiatives via hospitality revenue.

Job Summary

The Duty Manager oversees front office daily operations to ensure team efficiency and service excellence. This role involves developing operational plans, managing VIP guest services, monitoring room inventory, and driving service recovery and compliance.

Responsibilities

Manage front office operations

• Collaborate with departments to fulfill guests' special requirements and requests
• Develop and implement operational plans aligned with front office procedures and service standards
• Identify and resolve deviations and irregularities in front office services to maintain quality
• Manage personalised reception services for VIP guest arrivals and departures
• Monitor front office operations to ensure compliance with organisational standards and procedures
• Track room inventory levels and reconcile discrepancies to maintain accuracy
• Control and maintain accurate inventory of all room keys
• Respond to incoming emails promptly and follow up on required actions
• Ensure luggage storage in the baggage room is controlled, recorded, and orderly at all times
• Review operational reports and statistics to monitor and report departmental performance
• Update digital signage daily with accurate information on F&B activities and events

Drive service and operational excellence

• Build and maintain guest relationships to encourage repeat visits
• Engage with guests to collect feedback on service quality for continuous improvement
• Manage service recovery for escalated guest concerns, maintaining proper records
• Oversee team service performance to meet guests’ needs and ensure satisfaction
• Review and recommend improvements to systems and processes to enhance workflow and productivity
• Manage departmental operating expenses to stay within budget

Manage operational risks

• Respond effectively to emergency situations to ensure guest and staff safety
• Implement compliance management for data protection and organisational security in guest registration and financial transactions
• Report all emergencies and incidents immediately during night shifts with proper documentation

Team Management

• Provide mentoring and guidance to enhance staff work performance
• Conduct daily briefings to align team objectives and updates
• Maintain accurate daily operations records
• Participate in meetings as required

Required competencies and certifications

• Minimum 2 years of relevant experience
• Strong working knowledge of Opera system
• Proficiency in Microsoft Word, Excel, and Outlook
• Availability to work shifts including weekends and public holidays