Duty Manager - voco Orchard Singapore

IHG Hotels and Resorts' first voco hotel in South East Asia is now open on the world-famous Orchard Road!

voco Orchard Singapore provides guests with the world-renowned voco™ experience from the moment they walk through its doors. Famed to be hotels to count on, yet different enough to be fun, voco hotels are unstuffy hotels where people feel comfortable to relax, and just get on with life. Hotels that stand out from the crowd, voco combines familiar comforts with the indulgences of a hotel, to create somewhere that’s dependable, but not vanilla. Somewhere premium, but with a laidback spirit. Somewhere reliable, but different.

voco Orchard Singapore is seeking a dynamic and passionate Duty Manager to be part of our team.

As Duty Manager you are the connection between the hotel leaders and the operational team. But there’s more to it, you are also the one that makes sure the guests are happy and operations run smoothly also outside of office hours. Simply said, you are present when you are needed, and when you’re not, you have organised your work in such a way that you do not have to worry about it. As Duty Manager you are the person that knows every little corner of the hotel, and every colleague, you can state that you are the voco™ expert.

In this role you are connected to the Front Office, and you lead their shift while also keeping an eye on the other operational departments. Together with the other Duty Managers you divide the hours to cover the morning, evening and night shifts. Your focus is always to make sure our guests feel welcome and can enjoy the voco™ life.

You are responsible for

• Maintaining a high level of guest satisfaction through actively communicating with the guests before, during and after the stay.
• Ensuring the quality of the hotel product is always at the highest possible level.
• Monitoring the service behaviors of hosts in all departments and ensuring the voco™ brand promise is delivered throughout the guest journey.
• Serving as “champion” of guest satisfaction, monitoring guest feedback and actively contribute during quality strategy meetings with the goal to improve overall guest satisfaction.
• The planning and assignment of work within Front Office, ensuring everyone knows the priorities of the day and guests are well taken care of.
• Training the team on brand standards and making sure all standard operating procedures are followed.
• Ensuring all procedures regarding safety & security are updated and followed closely.
• In an emergency you serve as first of point of contact to the Emergency Response Team and coordinate the response.
• Driving results and consistently deliver & inspire others byleading by
• Recommending or initiating any HR related actions where necessary.
• Communicating all pertinent information related to the expected arrival and departure of VIP’s and key guests. And ensure all special guest requests are communicated to the right departments.
• Promoting teamwork and lifestyle service through daily communication and coordination with other teams.
• Driving a great working environment for teams to thrive by connecting departments and creating the sense of one team.
• Developing awareness and reputation of voco® Orchard Singapore in the local community.
• Acting as Night Manager where required and executing night audit procedures while on shift during the night.
• Living the voco™ brand with pride, passion & energy. Creating & inspiring others to deliver memorable branded guest experiences.
• Promoting teamwork and lifestyle service through daily communication and coordination with other teams.
• Ad-hoc duties as required – unexpected moments when we have to pull together as a team to get a task done.

• Diploma in Hotel Management or equivalent.
• You should have 2 to 3 years working experience in similar role within the hotel industry.
• Proficiency in Excel, Word, PowerPoint will be required.
• Must speak fluent English
• Able to perform permanent night shift
• IHG hotel experience coupled with proficiency in Opera Property Management System will be an added advantage

We’ll reward all your hard work with a great salary and benefits – great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.http://careers.ihg.com to find out more about us.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.