Description
About us
Suntec Singapore Convention and Exhibition Centre
Suntec Singapore is renowned as Asia's top international venue and the World's Leading Meetings & Conference Centre by the World Travel Awards. Hosting over 20,000 events, it offers 42,000 square metres of MICE space, including 36 meeting rooms, 12,000 square metres of exhibition space, and two auditoriums with a total capacity of 6,850 seats. With its prime location, flexible spaces, award-winning F&B, advanced technology, and professional service, Suntec Singapore delivers a seamless, customizable event experience, truly embodying The Preferred Place To Meet.
The role
As a Duty Manager, you are the leader on shift and the custodian of the customer experience. You are accountable for ensuring operational excellence, service quality, and overall guest satisfaction throughout your watch.
You will lead and oversee daily operations, manage workforce deployment, and serve as the primary liaison for customers and stakeholders. In any emergency situation, you will assume the role of senior reporting officer, exercising sound judgment and decisive leadership.
Ultimately, you play a critical role in ensuring seamless operations, upholding service standards, and driving the team towards achieving our organisational goals.
Your Responsibilities Will Include
Guest Satisfaction
- Champion an exceptional guest experience by proactively understanding and anticipating customers needs.
- Uphold and consistently deliver the highest standards of professionalism and service quality.
- Serve as the senior reporting officer on duty, managing escalations, resolving complaints, and handling special requests with tact and sound judgment.
- Maintain a strong Front-of-House presence to actively engage organisers and visitors, gather feedback, and drive continuous improvement in service delivery.
Operational Duties
- Lead and oversee all event-related operational activities within the Centre to ensure seamless execution.
- Safeguard service excellence and compliance with safety standards across all areas of responsibility.
- Conduct comprehensive briefings for staff and suppliers, ensuring clear communication, alignment, and effective manpower deployment for each shift.
- Supervise and coordinate supplier performance to ensure service levels meet contractual and operational expectations.
- Direct response efforts and manage communications during emergencies, ensuring calm, coordinated, and decisive action.
- Perform regular quality inspections of facilities and services, taking prompt corrective action where necessary.
- Maintain detailed shift logs and incident reports to facilitate effective cross-departmental follow-up.
- Contribute to operational planning, process improvements, and development initiatives to enhance overall efficiency and service standards.
Requirements
- Diploma / Degree in any discipline.
- Proven excellence in leading teams successfully.
- Fluent in written and spoken English.
- High level of fitness for extensive walking and climbing ladders and stairs during the shift.
- Resilient, pro-active and able to work independently with minimal supervision.
- Ability to prioritise and organize activities in real-time.
- Team player with strong interpersonal skills.
- Experienced in planning resources effectively and deploying teams for success.
- Ability to make quick, informed decisions and work under pressure.
- Comfortable with technology, social media and paperless business processes.
- Must be able to work mid-night shifts, weekends and public holidays.
- Fluency in English is essential.
- Mandarin proficiency is preferred as you will be liaising with a range of local and regional clients.
Benefits
- Our people make the difference. Suntec Singapore Convention & Exhibition Centre has cultivated a distinct corporate culture over the years with a strong belief and focus in developing and investing in our people.
- We provide numerous opportunities for professional development, accompanied by enjoyable activities designed to promote your well-being. And hey, we ensure equitable compensation for your dedication and effort.
- You will work with many brilliant co-workers who are movers and shakers of the industry, as well as with leading clients and ecosystem partners across all categories to shape the guests experience across a myriad of events in the years to come.
