Lobby Manager (Duty Manager)

As a key member of our leadership team, the Lobby Manager leads and coordinates the seamless coordination of all departments involved in a guest’s arrival and departure experience. Managing a team of colleagues, the Lobby Manager ensures every guest interaction reflects our commitment to excellence and personalized service.

In this pivotal role, you will take charge during any irregular incidents or guest situations, demonstrating calm leadership, sound judgment, and an unwavering focus on guest satisfaction. Your presence in the lobby embodies both operational excellence and gracious hospitality — ensuring that every moment of the guest journey is handled with care, efficiency, and professionalism.

Primary Responsibilities

Delivers the Raffles Hotel Singapore Arrival and Departure Experience

Ensures guests receive a warm and personalised arrival and departure experiences based on and seamless flow of processes including supporting Lobby Ambassadors for check-in, check-out, and cashiering duties.

Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standards, and aim to achieve the scores and goals set by management.

Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Manages All Aspects of the Daily Operation at the Hotel Lobby and Entrances

Ensures the smooth running of the hotel operation by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.

Upholds a flawless impression and perception of the Raffles Hotel Singapore services, products and colleagues.

Takes responsibility to ensure 24-hours shift coverage in the Lobby Operation, Concierge and Raffles Service sections. Carries out Night Duty Management by himself if needed.

Orchestrate the lobby operations from a seating perspective of main building restaurant patrons.

Maximises Efficiency of Resident and Guest Incident Management

Manages any incident that occurs during resident stays or guest visits due to service or product shortfalls.

Acts as the center of communication during any incident and takes immediate action to turn the situation around into a satisfying experience.

Acts according to hotel emergency and crisis management procedures when applicable and always reinforces hotel values.

Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.

Maximises the Outcome of Upsell and Cross-sell Opportunities

Executes the annual upsell strategy and achieves all goals as set by management.

Cooperates with all departments and divisions in promoting inter-hotel sales and in-house facilities.

Performs any other duties and responsibilities that may be assigned.

Candidate Profile

Knowledge and Experience

Diploma or Degree from preferably hospitality or related field.

Minimum 5 years relevant experience with at least 2 years at a management level.

Excellent communication skills in English and ability to communicate in a second language.

Competencies

Possesses strong interpersonal skills.

Ascertains and addresses guest / colleague needs.

Directs, trains and motivates individuals and creates and maintains a cohesive team.

Focuses on service with an eye for detail and an approachable attitude.

Works well under pressure, analyses and resolves problems, and exercises good judgment.

Prioritises and organizes work assignments and delegates work effectively.

Self-motivates and shows good initiative in a dynamic environment.

Ensures security and confidentiality of guest and hotel information.

Possesses good computer and property management system skills.

Embraces and responds to change effectively.

Benefits of Joining Raffles Hotel Singapore

5-day Work Week.

Duty Meals are provided.

Colleagues’ Discount and / or Preferential Room Rates at worldwide Accor Hotels.

Flexible Benefit – Dental / Optical / Vacation Expenses / Children’s Education.

Medical and Wellness Benefit.

Comprehensive Insurance Coverage.

Local / Overseas Career Development & Growth Opportunities.

Holistic Learning and Development Opportunities.

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