Senior Duty Manager (Cks)

Benefits: Flexible Benefit Birthday Leave Special staff rates for F&B and Accommodation under MHR portfolio Staff meals provided Roles & Responsibilities Support Front Office Manager in ensuring department targets and review for improvement including guest review/social media rating & positioning/upsell/membership enrolment/DCC etc. Review work processes for possible improvements and efficiency Handles all guest complaints/feedback in a professional manner Follow up on guest complaints efficiently and take corrective action Provides on-site support to guests' needs and queries Oversee and supervises guests arrivals and departures with the front office team Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests Ensures all reception and cashiering procedures are performed in accordance with established standards Works closely with other operational departments to provide seamless and consistent guest service Train new and existing staff to ensure consistency in service delivery To coordinate guests and staff during an emergency evacuation Review daily activities which include daily forecast/target/issues or incident regards to internal & external guest Performs any other job tasks assigned by the Front Office Manager Requirements At least 3-5 years of relevant working experience in a similar capacity Good knowledge on PMS Opera Strong problem solving and analytical skills Excellent communications skills Customer service oriented and able to handle challenging situations professionally Ability to perform under pressure in a fast-paced environment