Night Duty Manager

InterContinental Singapore Robertson Quay is seeking a dedicated and team- oriented Night Duty Manager to join our dynamic team. Under the general direction of the Front Office Manager, the candidate will support and oversee the daily operation of the Front Office team to ensure all guests receive a consistent luxury experience. The candidate will also be required to coordinate with all other departments within the hotel to ensure a seamless guest experience is consistently delivered.

Your Day to Day

FINANCIAL RETURNS

• Assists in coordinating the preparation of the departmental annual budget.
• Control and monitor departmental costs on an ongoing basis to ensure performance against budget.
• Assists in keeping the department in line with budgeted payroll targets.
• Promotes inter-hotel sales and in-house facilities.

PEOPLE

• Assist the department head in operational planning and strategic execution.
• Support the Front Office Manager in recruitment activities aligned with company policies.
• Prepare and execute a detailed and structured onboarding program for new hires.
• Maintain and implement updated, guest-focused departmental SOPs.
• Conduct training needs analysis; design and implement training programs accordingly.
• Provide input during probation evaluations and formal performance appraisals.
• Coach, counsel, and discipline staff while delivering constructive feedback to enhance performance.
• Maintain strong communication and positive working relationships with all team members.
• Foster collaboration with other hotel departments to ensure seamless operations.
• Supervise and support Reception team; assist other departments when needed.
• Monitor staff conduct, grooming, hygiene, and professional appearance.
• Provide hands-on support during peak periods and high-occupancy situations.
• Offer cross-functional guidance and assistance to all hotel departments as required.

GUEST EXPERIENCE

• Assist the Guest Relations team in welcoming, rooming, and farewelling VIP guests.
• Ensure VIPs, InterContinental Ambassadors, and IHG One Rewards Members receive personalized attention.
• Respond promptly to guest needs and effectively resolve any issues.
• Proactively manage situations to ensure guests receive timely assistance and personal recognition throughout their stay.
• Build and maintain strong relationships with both guests and internal colleagues to consistently exceed expectations.
• Take initiative to address and resolve guest concerns with empathy and efficiency.
• Uphold the hotel’s image and reputation in every interaction with internal and external stakeholders.
• Ensure departmental adherence to InterContinental brand standards.
• Maintain in-depth knowledge of hotel products and services to confidently explain and upsell to guests.
• Provide assistance and escort guests to various locations within the hotel upon request.
• Stay informed on hotel programs, promotions, and events to better anticipate guest needs.
• Maintain an active presence in the lobby to support guest engagement.
• Serve as the first point of contact for guest complaints and implement effective service recovery strategies.
• Stay updated on all hotel information to provide accurate and helpful guidance to guests.

RESPONSIBLE BUSINESS

• Actively supports the Front Office Manager in overseeing guest services and daily operations.
• Conducts regular inspections of front and back-of-house areas to ensure cleanliness and operational readiness.
• Reviews billing instructions, monitors guest credit, and approves discounts, rebates, and rate variances to ensure revenue control.
• Oversees the use of the Property Management System (PMS), particularly during emergencies.
• Ensures full compliance with hotel emergency procedures and safety protocols.
• Promotes FIT marketing techniques and supports front-line staff in maximizing sales opportunities.
• Acts as Hotel Management’s representative in their absence, ensuring guest satisfaction and operational continuity.
• Upholds all local laws, company values, and safety guidelines at work and in staff accommodation.
• Responds professionally to overbooking situations and guest complaints, ensuring guest concerns are resolved diplomatically.
• Prepares operational reports, logs all relevant incidents, and ensures smooth communication across shifts.
• Keeps the team informed of VIP arrivals, promotions, events, and emergency procedures to maintain service excellence.
• Promotes cost-saving practices and environmental sustainability efforts.
• Demonstrates respectful conduct and encourages a positive, safe, and inclusive workplace culture.
• Performs other duties as assigned by the Front Office Manager.

ACCOUNTABILITY

• Supervisory role of Duty Manager at a full-service hotel or regional extended-stay hotel.
• Reports to the Front Office Manager.
• Supervises front desk agents, porter/shuttle services, reservations, PBX, etc.
• Oversees all trainees and staff in the Front Office Department.

QUALIFICATIONS

• A Diploma or equivalent in Hotel Management/Business Administration, with 1 year of Front Office/Guest Service experience, including management experience.
• Fluency in English; proficiency in other languages is preferred.
• Key Requirements:
• Ability to stand for extended periods behind the desk and in front office areas.
• Capacity to lift or carry items weighing up to 50 pounds.
• Proficiency in handling various objects and using a keyboard to operate property management and reservation systems.
• Strong communication skills for interacting with guests, employees, and third parties, reflecting well on the hotel, brand, and company.
• Frequent use of reading and writing for completing paperwork, management reports, and training.
• Basic mathematical skills, including budgeting, profit/loss concepts, percentages, and variances.
• Regular use of problem-solving, organizational, and training abilities.
• Willingness to travel for workshops, specialized training, or certifications.
• Flexibility to work nights, weekends, and holidays as required.