Duty Manager (Nanyang Executive Centre)

The NTU Office of Commercial and Auxiliary Services (OCAS) is responsible for the strategic planning, management, and marketing of commercial real estate, hospitality (including Nanyang Executive Centre) and auxiliary services (car parks and shuttle bus services) in NTU main campus and NTU@one-north.

The Nanyang Executive Centre (NEC) is located at the NTU Main Campus. Currently undergoing refurbishment, the NEC features 150 guestrooms and aims to offer a premier venue for corporate training, retreats and private events.

We are looking for an experienced and service-oriented Duty Manager to take operational responsibility for the property during assigned shifts.  The role will serve as the senior on-site leader, ensuring the smooth functioning of all departments, delivering exceptional guest service, and managing any issues that arise. 

Key Responsibilities:

Guest services and relations

• Serve as the main point of contact for guests during a shift, handling inquiries, special requests, and complaints with diplomacy and tact.

• Greet VIP guests upon arrival and assist with their check-in and departure.

• Ensure that all guest-facing staff provide outstanding and courteous customer service.

• Take ownership of any guest-related defects or issues and implement corrective actions to ensure full guest satisfaction. 

Operational management

• Supervise the front office team to ensure efficient operations.

• Coordinate with all departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest service.

• Conduct routine inspections of all public areas, including the lobby, ensuring they are clean, orderly, and well-maintained.

• Monitor daily activities, occupancy levels, and special events to ensure appropriate staffing and readiness.

• Ensure compliance with all legal requirements and NEC policies, including health, safety, and security procedures. 

Staff supervision and development

• Manage daily staffing needs by planning and assigning tasks to front office personnel.

• Train, coach, and motivate the front desk team to uphold high service and quality standards.

• Monitor staff performance, appearance, and conduct, providing feedback and taking disciplinary action when necessary. 

Emergency and crisis response

• Act as the primary incident controller during emergencies such as medical incidents, security breaches, or natural disasters.

• Have a strong knowledge of fire and evacuation procedures and coordinate guests and staff during any emergency.

• Maintain an accurate log of notable incidents for management review. 

Financial and administrative

• Handle billing and payment issues that arise during a guest's stay.

• Authorise certain allowances or rebates as per DOA.

• Keep detailed records of operations, including financial transactions and performance.

• Contribute to the management of departmental budgets.

Requirements:

• A diploma or degree in Hospitality Management, Tourism, or a related field.

• Previous experience in the hospitality industry is essential, with a minimum of 3 years in a similar or supervisory role.

• Customer service: A customer-focused mindset and a passion for providing exceptional service are crucial.

• Communication: Excellent verbal and written communication skills are necessary for interacting with guests, staff, and management.

• Problem-solving: Strong problem-solving abilities and the capacity to resolve conflicts calmly and effectively are vital.

• Leadership: Strong leadership skills are required to inspire and motivate a team.

• Adaptability: The ability to multitask and thrive in a fast-paced environment while working flexible shifts, including nights, weekends, and holidays, is a key requirement.

• Technical skills: Proficiency with property management software (e.g. Opera) and standard office applications is required. 

We regret to inform that only shortlisted candidates will be notified.