COMO Metropolitan Singapore is located in the heart of Singapore on Bideford Road. It is part of COMO Orchard, COMO Group's newest immersive experience building which is the most complete iteration yet of the vision that brings together COMO Group's hospitality, fashion, wellness and cuisine into one inspiring location. COMO Metropolitan Singapore's 156 rooms and suites are spread over 11 floors with a rooftop pool bar that is exclusively for hotel guests. COMO guests also enjoy preferred access to some of the hottest tables in town including the first patisserie in Asia from renowned pastry chef Cedric Grolet, the Michelin-starred Korean steakhouse COTE and COMO Cuisine. The building also features a multi-label fashion retail space curated by Club 21 and a new flagship urban wellness space by COMO Shambhala. The result is an inspiring gathering place for innovators and creatives with a passion for the COMO-curated life.
Job Summary
Reporting directly to the Front Office Manager, the Duty Manager is responsible for assisting Senior Management in the overall day to day front desk operations.
Tasks/Responsibilities:
Representative of the Senior Management:
The Duty Manager is the only representative of the Senior Management 24 hours a day. They must be for this reason very versatile and to be ready to handle some very different situations. Communicate with guest as per hotel policies and procedures to know their needs and concern daily. Create a preference log for most repeated guests.
The Duty Manager will be the first to be called if a guest is looking for a member of the management team. In dealing with these situations, the Duty Manager must ensure that they use tact and diplomacy to rectify quickly the situation, reaching the guest satisfaction but as well respecting the procedures and organization of the duties.
The Duty Manager will be in permanent contact with the Front Office Manager to report any guest comment, or problem and to ensure a good co-ordination and quick communication on both sides.
Lobby Co-ordination:
The first assignment & main area of work of the Duty Manager is the Lobby, when the Duty Manager is not away to do a specific mission, he/she will spend all his/her time in the lobby to co-ordinate the overall lobby activity and will be dynamic in guest relationships.
Leader of the Communication: The Duty Manager is a leader in the Front Office communication and will be active in the following tasks:
- The Duty Manager will join daily the Front Office Manager briefing & weekly the Front Office Meeting to bring with dynamism and initiatives all the questions, case studies & new ideas to be considered and discussed.
- The Duty Manager will be very active giving full information & updates to all the Front Office staff. During the absence of Assistant Front Office Manager, the Assistant Manager will conduct by his/her own this briefing. They will encourage a good interactivity with all the Front Office staff, to listen and understand their questions and problems and to give appropriate answers and solutions in line with the COMO Metropolitan Singapore procedures and organization.
- To ensure that a pertinent/relevant Duty Manager logbook is maintained updated and to check the logbook from the different sections of the Front Office to ensure that clear, constant and updated communication lines are kept with all Front Office staff.
- Responsible for a detailed Duty Manager Handover by going through the activity of the day, the problems found, the follow up to do, the tasks not completed yet.
Supervision & Controls: The supervision of the Duty Manager covers a very large area and must be oriented on the following topics:
- To ensure the overall co-ordination of the Front Office Operations and to assist all sections of the Front Office department.
- Responsible to keep all Front Office Standards and Procedures on line with the COMO Hotels and Resorts Policies.
- To ensure the proper follow up of the room requests & co-ordination with housekeeping regarding the priorities in room cleaning.
- Responsible to ensure that all Financial and Audit Procedures are respected. The Duty Manager will then realize daily the appropriate controls: Bucket Checks, Cashier Closures, Registration cards and correspondence, Rebates, Paid Out. Each control will be signed. The Duty Manager will sign the official documents in the field Duty Manager. The Duty Manager will do personally at night time all the controls established in the audit procedures, and report any irregularity to Front Office Manager on the following day.
- To ensure that the close day is done correctly and that the number of No Show, Rooms Occupied, Complimentary and House Use are accurate. The Duty Manager will as well supervise the accuracy of the daily financial reports issued by Front Office.
- The Duty Manager will go through the correspondence of all the arrivals every night to ensure that the conditions and rates confirmed upon reservations are clearly updated and followed up on the Front Office side. To report to Front Office Manager any irregularity the day after.
- The Duty Manager will ensure that the immigration registration is done fully as per procedures established.
- To keep full records of incoming and outgoing items in the Duty Manager Safe & to ensure proper follow up.
- To motivate all the staff regarding the selling and up selling program, and to make sure that the rates given are matching with the instructions received. To do the proper controls as per procedures established
Privacy: The Duty Manager will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.
- To ensure that all Front Office areas are clear, clean & tidy at any time.
Responsibility in terms of security:
- The Duty Manager will act personally with a member of Security for any Safe Opening in the hotel, following the security procedures and will record any of this action on the appropriate format.
- In the event of fire, the Duty Manager has to ensure the overall co-ordination as per emergency procedure established. In the absence of Front Office Manager and Assistant Front Office Manager, the Duty Manager will call right away the appropriate persons will ensure that each staff takes control of his duties during Fire and that the guests are well informed of the security measures to be taken.
- To be in alert and to call Security right away when a guest has a suspect attitude or luggage, when there is a serious conflict or beginning of fight in the premises of the hotel. Any of these cases has to be reported in the Duty Manager's logbook.
Extra Duties
Support and contribute to COMO's sustainability goals by implementing environmentally responsible practices within your roles and departments.
