Job Description

OVERVIEW OF ROLE

The Duty Manager supports the Director of Rooms and Front Office leadership team in overseeing the daily operations of the Front Office and guest services, ensuring seamless service delivery and exceptional guest experiences.

This role acts as the key operational leader on shift, managing the Welcome Desk, Guest Relations and lobby operations. The Duty Manager is responsible for supervising team performance, resolving guest concerns, ensuring operational efficiency and always maintaining brand standards.

Responsibilities

MAIN DUTIES & RESPONSIBILITIES

The main responsibilities of the Duty Manager are summarised below; however the list is not exhaustive.

GENERAL DUTIES

Oversee the daily Front Office and lobby operations to ensure smooth and efficient service delivery.
Act as the main point of contact for operational issues and guest concerns during the shift.
Take full responsibility of hotel operations in the absence of the Front Office Manager.
Maintain a strong presence in the lobby to engage with guests and support the team.
Undertake any other duties or tasks deemed reasonable by the Director of Rooms or Front Office Manager.

LEADERSHIP AND MANAGEMENT

Lead, motivate and supervise Front Office team members during shifts.
Provide coaching, training and on-the-job support to team members.
Conduct briefings, shift handovers and team communications effectively.
Monitor team performance and provide constructive feedback.
Support recruitment, training and development initiatives.
Promote discipline, professionalism and adherence to company policies.

Guest Experience & Service Excellence

Deliver exceptional guest experiences through personalised service and attention to detail.
Handle guest complaints promptly and effectively, ensuring timely resolution and follow-up.
Act as the primary point of contact for VIP guests, ensuring recognition and personalised service.
Ensure smooth check-in and check-out experiences for all guests.
Maintain awareness of guest profiles and preferences to enhance service delivery.
Create a warm and welcoming arrival experience, ensuring guests feel valued and at home.

FRONT OFFICE OPERATIONS

Supervise daily front desk activities including arrivals, departures and room allocations.
Monitor lobby traffic and allocate resources accordingly.
Review reservations, VIP arrivals and group movements to ensure seamless coordination.
Ensure accuracy of guest accounts, billing instructions and financial records.
Maintain and monitor front office systems, ensuring data accuracy and operational efficiency.
Ensure all daily operational checklists and procedures are completed.

FINANCIAL PERFORMANCE & CONTROL

Ensure compliance with cash handling, credit policies and financial procedures.
Monitor and control operational costs and expenses.
Approve rebates, refunds and discounts in line with authority levels.
Support revenue optimisation through effective room allocation and upselling.
Ensure accuracy of guest folios and billing prior to departure.

COORDINATION & COMMUNICATION

Liaise closely with Housekeeping, F&B, Engineering, Security and other departments.
Ensure clear and effective communication across all operational teams.
Escalate operational issues to senior management when required.
Maintain accurate and timely reporting of operational activities.
Ensure all relevant information is communicated during shift transitions.

COMPLIANCE & SAFETY

Ensure adherence to all hotel policies, procedures and brand standards.
Comply with health, safety, security and emergency procedures.
Act as part of the emergency response team when required.
Ensure guest data and hotel information are handled securely and confidentially.
Maintain a safe and secure environment for guests and team members.

Expectations

The Duty Manager is expected to:

Always maintain a consistently professional demeanor .
Represent NoMad positively in all interactions with guests and colleagues.
Demonstrate strong leadership and operational control during shifts.
Exhibit excellent problem-solving and conflict resolution skills.
Foster clear communication and teamwork across departments.
Perform effectively under pressure and in high-demand situations.
Champion company values and deliver service excellence consistently.

Qualifications

QUALIFICATIONS

Diploma or Degree in Hospitality Management or a related field.
Minimum 4–6 years of experience in Front Office operations, with at least 2–3 years in a supervisory role.
Strong knowledge of Front Office operations and guest service standards.
Excellent communication, interpersonal and leadership skills.
Strong organisational and problem-solving abilities.
Ability to work under pressure and manage multiple priorities.
Proficiency in property management systems (PMS).
Fluency in English; additional languages are advantageous.

About Us

Join an Award-Winning Workplace Culture

At Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.

Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton Explore our Careers Blog to see why we're more than a great place to stay—we're a great place to work.

Duty Manager - NoMad Singapore