Guide Manager (Duty Manager)

Position Summary: 

As a Guide Manager, you will be overseeing the daily operations, ensuring employee productivity & welfare, monitoring efficiency of all processes whilst creating a positive work environment and making sure the guests are anticipated and met. You will be the representative for the Executive Management team while on shift, therefore must maintain the highest level of detail for reporting while increasing customer satisfaction.  

Having a background in hospitality and the familiarity with hotel systems will be crucial to help provide the highest possible service for our guests. You would be required to work varying shifts throughout the week to help with the business / operational needs of the hotel. As a Guide Manager, you will ensure that all operation flow smoothly while upholding and instilling the hotel Values and Vision. 

Duties & Responsibilities: 

• Responsible for the day-to-day operations to ensure all is running smoothly and efficiently 
• Greet all VIP guests of the hotel, as directed by the Director of Rooms/Front Office Manager 
• Perform specialized services for VIP guests during arrival and/or departure 
• Plan and coordinate VIP amenities between departments and to ensure amenities are placed in each room prior to guests’ arrival 
• Actively participate in guest engagement throughout the whole hotel to better understand guests’ needs and expectations  
• Support Guides and Senior Guides during busy periods 
• Provide mentorship to all junior team members 
• To prepare and implement new training for all team members when the need arises 
• Support Senior Guides in the training of new hires 
• To lead by example and ensure the team adheres to the organization’s grooming standards 
• Take the lead to push for upsells and motivate the team to reach for the department’s upsell targets 
• Monitor upsell achievements and prepare monthly upsell reports 
• Support department head in the keeping track and achievement of monthly, quarterly and yearly department goals 
• Ensure a proper handover is conducted to the following shift 
• Ensure all reports and systems are properly run during the night audit and reports are sent out on time 
• Assist the department head with planning and maintaining the shift department roster and monitoring attendance of the team 
• Assist the department head to verify attendance against timesheets and roster for submission to People & Culture department 
• To check guest registration details in Opera to ensure all are updated correctly 
• Constantly watch occupancy levels to ensure that when we do have any overbooking of rooms that a back-up plan is already in place and the team aware of what actions are to be carried out 
• To be the extra pair of eyes to ensure the cleanliness of all public areas and also to feedback on the condition of all equipment ie. lights, switches, doors, lifts to ensure all are in working order and in good appearance 
• Assist Security to maintain a presence by conducting a daily hotel walk-through in and around all public areas 
• Conduct regular checks on the swimming pool, flotation studios and gym to ensure all things are in place and music is played at the designated volume. 
• Ensures coordination & communication is tight with all departments to make sure the guests’ stay is seamless  
• Ensure all relevant departments and management are kept up-to-date about happenings throughout the hotel through consistent and accurate communication 
• Take the lead in handling of guest complaints and other related problems and resolving them in a timely manner 
• Conduct random audits on float to ensure proper documentation are in place 
• Take on any other tasks, assignments and projects as instructed by the management 

Desired Skills & Qualifications: 

• Minimum high school diploma required, advanced degree in hospitality related field preferred 
• Minimum 2 years of Duty Manager experience  
• Proficient with the use of hotel PMS (Opera Cloud preferred) 
• Excellent leadership, time management and people skills 
• Strong verbal and written communication skills.  
• Fluent in English. Additional languages spoken are advantageous 
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, Excel and Teams) 
• Ability to multitask and prioritize 
• Possess an eye for detail 
• Possess strong situational awareness skill to appreciate the situation and how it affects people and processes. 
• Comfortable with flexible working arrangements. Overnight and weekend shifts will be required