Front Office | Listed 28 May

QT Singapore – Duty Manager

Location
Singapore
Work type
Full time
Brand
QT

About EVT 

When you join EVT, you are joining one of Australia and New Zealand’s leading experience companies. EVT encompasses Entertainment businesses that excite every sense, Ventures driven by a passion for new opportunities and Travel businesses that always feel local and authentic. At EVT, we’re the shakers and the Daymakers. The experience creators. The possibility makers and opportunity takers. We aim to make a positive impact on our people, communities and environment, every day. 

About QT 

A collection of 10 hotels and resorts spanning Australia and New Zealand, each QT is linked by our signature service and commitment to quirk. And our people? With personalities as unique and extraordinary as each property, individuality is more than encouraged. What will you bring to the mix? 

About QT Singapore

QT Singapore is our latest and one of the most exciting new openings in our company’s history. Our first venture into Asia, bringing the unique QT brand and world class service standards to one of the worlds leading entertainment, dining and travel destinations.

About the role

The Duty Manager assists the Front Office Manager in the administration and management of all Front Office operations to ensure profitability, control costs and quality standards, ensuring total guests’ satisfaction. This role efficiently coordinates the day-to-day operation, providing leadership at the frontline level.  

Key Job Responsibilities: 

  • Ensure a warm and genuine arrival and departure experience for all guests. 
  • Ensure proper, efficient and profitable functioning of the Front Office. 
  • Actively sell the hotel features, promotions and facilities to hotel guests and visitors ensuring to promote the brand to the best of their ability.
  • Effective organisational communication with other departments
  • Coordinate with Security with regards to any criminal acts or suspicious guest.
  • Personally welcome guests in VIP guest, as well as repeat guests; recognize and anticipate their individual needs 
  • Ensure that policies and procedures of the Hotel are properly understood and followed through
  • Handle guest complaints and comments relating to the department tactfully
  • Liaise with the respective employees to co-ordinate on staffing levels according to daily movements
  • Perform any other reasonable duties as required by the Front Office Manager

Leadership Responsibilities :

  • Serve as the Manager on Duty and available to guests at all times
  • Present and act as the face of the hotel and become the hotels ambassador
  • Initiates new procedures to increase efficiency, productivity and maximum guest satisfaction
  • Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of the team. 
  • Ensure a high level of service is maintained with all staff understanding and implementing the Hotels service values
  • Ability to anticipate problems and take effective action achieving resolution. Proactively resolving guest requests and issues in a timely manner
  • Investigate complaints, address the department concerned and respond to guest. 
  • Be empowered to rectify and resolve any guest requests or issues that may arise whilst on shift
  • Train colleagues on new work processes, understanding of policies and procedures
  • Perform aspects of human resources and training functions, including coaching, counselling, training, disciplinary actions, etc., for Front Office Executives
  • Provide input into the decision of relocating guests when the hotel is over booked with minimum damage to hotel goodwill and reputation.

Administration responsibilities :

  • Maintain all department files and ensure that paperwork is kept to a minimum. 
  • Raise accurate and detailed duty log entries for all incidents and occurrences in the hotel. 
  • Review the Daily Arrival Report for today and the following two days to ensure accuracy of information, history, services and amenities accorded
  • Identify training needs and implements effective training program
  • Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department
  • Handle, record and report all incidents which have occurred in the hotel. These incidents can either affect an employee, third party, event based incidents or evacuation of the hotel.

Benefits & perks 

At EVT, we want our people to experience our businesses and be brand and experience advocates. So, we make sure access to amazing ‘Elevate Perks’ are available to all staff from day dot. 

  • Incredible team member discounts from your first day on-the-job.  
  • 50% off stays at EVT hotels – Rydges, LyLo, QT, Atura, and more.  
  • $2 movie tickets, plus Moonlight, Gold Class, Candy Bar discounts and more.  
  • Awesome winter and summer savings and discounts at Thredbo.  
  • Rapid career growth opportunities through our EVT network.  
  • Local community involvement, volunteering and charitable giving.   
  • Australia and NZ’s largest and most diverse experiences company.   

Skills & experience 

  • Minimum Secondary 4 education with GCE ‘O’ level credits in a minimum 3 subjects
  • 2 to 3 years of Front Office experience in the hotel, preferably with experience in a managerial role  
  • Calm, efficient and organized 
  • Excellent personal presentation and communication skills 
  • A passion for delivering exceptional levels of Guest service 
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts 
  • Thorough organization and supervisory skills.  
  • Proficient in accomplishing tasks.  
  • Able to work under pressure and deal with stressful situations during busy periods. 
  • Conflict resolution skills. 
  • Ability to listen effectively and comprehend the English language to understand and obtain instructions and information 
  • Ability to observe and detect signs of emergency situations 

If you’re interested in keeping up to date with all available positions at EVT, including cinemas, hotels, and Thredbo, you can sign up for our weekly job alerts here https://www.evt.com/elevate/careers/.   

Apply now