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About the Role

As a Duty Manager at Adina Town Hall, you will be responsible for understanding and exceeding guest expectations, leading daily hotel operations, and supporting front office team members. You will ensure smooth daily operations, handle guest requests and complaints, and maintain accurate guest information.

Responsibilities

• Lead the daily operations of the hotel and serve as the go-to person for front office team members.
• Encourage team involvement, initiative, and a focus on continuous improvement with a hands-on style.
• Coordinate tasks for each shift and delegate to Receptionists.
• Ensure the smooth execution of the daily check-in/check-out process, proper use of guest names, CRM, and correct cashiering procedures across F&B outlets.
• Conduct daily team briefings to share hotel activity, including VIPs, group movements, promotions, and guest feedback.
• Sell hotel services by knowing all room types, rates, and hotel services.
• Assist guests with special requests and ensure they are followed through and charges are raised accordingly.
• Resolve guest complaints promptly, efficiently, and with a positive attitude, adhering to TFE complaint handling guidelines.
• Maintain the accuracy and up-to-date status of the 'Guest Services Directory' in the Property Management System (PMS).
• Ensure seamless transition to night shifts through effective communication and handover.
• Prepare and present up-to-date financial/yield reports as requested by management.
• Handle reservation requests efficiently and in a friendly manner, involving management or reservations for complex requests.
• Understand and adhere to TFE hotels credit and account procedures for all cashiering and auditing functions, ensuring accurate guest accounts and timely charge posting.
• Audit the daily activity of Front Office and Food & Beverage operations to ensure everything is in order.
• Assist with team rosters to ensure effective coverage while maintaining cost-effectiveness within payroll deadlines.
• Participate in recruitment, performance reviews, and performance management as needed.
• Keep management informed of any problems and unusual matters.
• Maintain the cleanliness and tidiness of the lobby, front desk, and F&B outlet.
• Perform other reasonable tasks or instructions as assigned by management.

Requirements

• Hold a current Responsible Service of Alcohol (RSA) Certificate.
• Hold a current First Aid Certificate.
• Ideally possess 1-2 years of prior experience in a similar role and property.
• Ability to meet the physical demands of the role, including constant standing and walking, and frequent lifting and moving of objects up to 20 kgs.

Skills

• Leadership
• Guest relations
• Problem-solving
• Communication
• Attention to detail
• Teamwork
• Cashiering
• Reporting
• Reservation handling
• Auditing
• Recruitment
• Performance management

Location

• Town Hall

Work Type

• Full-time

Experience Level

• 1-2 years

Education Level

• Responsible Service of Alcohol (RSA) Certificate
• First Aid Certificate

Salary/Compensations

• $79,746.55 per annum, excluding superannuation

About the Company

• TFE Hotels is a company where people come first, fostering meaningful connections and ensuring guests return time and again for staycations.
• The company recognizes and celebrates individual uniqueness and aims for long-term relationships with its employees.