BUVANI RAVICHANDRAN

Properties Overseen:

• iBilik @ Sunway Lagoon
• Swing & Pillow Sunway Pyramid
• Swing & Pillow BV Taipan
• Swing & Pillow BV SS15

Job Summary

The Cluster Duty Manager coordinated daily operations across four hotel properties, focusing on operational excellence, guest satisfaction, adherence to company standards, and effective team leadership. This role acts as the primary point of contact for operational issues, coordinates with property teams, and ensures consistent service quality across all locations.

Key Responsibilities

• Supervise daily operations across all four hotel branches.
• Ensured exceptional guest experience by promptly and professionally resolving complaints.
• Conducted regular property inspections to uphold cleanliness, safety, and brand standards.
• Monitor occupancy, room availability, and operational performance.
• Coordinate with Front Office, Housekeeping, Maintenance, and Security teams.
• Support recruitment, training, coaching, and performance management of hotel staff.
• Prepare daily, weekly, and monthly operational reports.
• Handle emergency situations and operational incidents efficiently.
• Ensure compliance with company policies, SOPs, and local regulations.
• Monitor maintenance issues and coordinate timely repairs.
• Managed staff scheduling and manpower allocation across the cluster.
• Work closely with Area Manager and Head Office to achieve operational and financial targets.
• Identified and implemented opportunities to enhance operational efficiency and guest satisfaction.

Key Skills

• Leadership and team management
• Strong communication and interpersonal skills
• Problem-solving and decision-making
• Customer service excellence
• Multi-property operations management
• Time management and organization
• Knowledge of hotel PMS systems and Microsoft Office

Reporting To

Area Operations Manager / Regional Operations Manager

Engaged in multi-property operational settings

The role requires frequent travel between the four hotel properties to ensure consistent operational standards and provide on-site support whenever necessary.

Managed hotel operations during assigned shifts, facilitated smooth front office functions, and provided exceptional guest service. This role acts as the main point of contact for guests and staff, handling complaints, emergencies, and operational challenges while supporting overall hotel standards.

Outlined main duties of the role.

Supervised daily front office operations, ensuring smooth check-in, check-out, and effective handling of guest inquiries.

Oversaw all hotel departments during shifts as the Manager on Duty.

Handle guest complaints, requests, and emergencies with professionalism and efficiency. Monitor staff performance, provide guidance, and ensure adherence to service standards. Coordinate with housekeeping, security, and other departments solve operational issues. Ensure guest satisfaction by anticipating needs and providing personalized service.

Maintained accurate shift reports, incident logs, and handovers to management, ensuring compliance with hotel policies, safety regulations, and brand standards.

Assist in training, motivating, and developing front office staff.

Supported revenue management by overseeing room allocations and upselling strategies to optimise occupancy.

• Managed daily front desk operations, providing excellent guest service and facilitating coordination among front office staff. Supported Duty Manager / Front Office Manager by supervising team members, addressing guest concerns, and upholding service standards.

Key Responsibilities:

Supervise front desk operations, including check-in, check-out, and guest inquiries. Assign daily tasks and ensure off follow hotel policies and service standards.

Monitored staff performance, coached team members, and trained new hires. Resolved guest complaints and special requests with professionalism.

Coordinate with housekeeping and other departments to ensure smooth operations. Assist in preparing reports, shift handovers, and guest feedback follow-ups.

Assisted in up-selling rooms and services, contributing to maximising hotel revenue.

Ensure proper use of front office systems (PMS) and accurate record-keeping. Act as the point of contact in the absence of the Duty Manager.

Delivered warm welcome and efficient service to ensure overall guest satisfaction, managing front desk operations including check-in, check-out, reservations, and guest inquiries while upholding hotel service standards.

Key Responsibilities:

Greet and welcome guests upon arrival with professionalism and hospitality. Handle check-in, check-out, room assignments, and payment processes.

Assist guests with inquiries, requests, and information about hotel facilities and services.

Managed reservations, cancellations, and room allocations through Property Management System (PMS) to optimise guest experiences.

Handle guest complaints or issues promptly and escalate to supervisors if necessary.

Coordinated with housekeeping, concierge, and other departments to meet guest needs and promoted hotel services, facilities, and special offers.

Ensure accurate record-keeping, guest registration, and billing. Maintain lobby and front desk area cleanliness and readiness. Uphold hotel policies, safety, and brand standards at all times.

Delivered exceptional customer service at front desk, facilitating smooth check-in and check-out processes while assisting guests with needs throughout their stay to create positive first impressions and enhance guest satisfaction.

Key Responsibilities:

Welcomed and greeted guests with a professional, friendly attitude, performing check-in, check-out, and payment transactions accurately to ensure a seamless guest experience.

Handle room reservations, cancellations, and modifications through the Property Management System

(PMS).

Assist guests with inquiries, directions, and hotel service information. Resolve guest complaints or escalate issues to the Supervisor/Duty Manager.

Coordinated with housekeeping and other departments for room readiness and guest requests, promoting and upselling hotel services, room upgrades, and facilities to enhance guest engagement.

Maintain accurate guest records, billing, and reports.

Ensure the front desk and lobby area remain clean, organised, and welcoming. Comply with hotel policies, safety procedures, and brand service standards

Assisted front desk operations by managing guest check-in/check-out, addressing inquiries, and coordinating with departments, contributing to a welcoming atmosphere and high guest service standards.

Key Responsibilities:

Greeted guests upon arrival with professionalism, facilitating check-in, check-out, reservations, and billing processes to enhance guest experience.

Answer phone calls, emails, and guest inquiries promptly.

Provided information on hotel facilities, services, and local attractions while coordinating with housekeeping and maintenance to ensure room readiness and addressing guest complaints.

Maintain guest records, registration cards, and daily reports.

Ensure the reception and lobby area remains clean, tidy, and guest-ready. Support the front office team in delivering smooth and efficient operations. Uphold hotel service standards, policies, and safety guidelines.

• Coordinated daily front desk operations, assisting guests with check-in/check-out and handling inquiries to facilitate seamless communication with other departments, thereby enhancing guest experience and service quality.

• Assisted guests with check-in/check-out, addressed inquiries, and coordinated with departments to maintain seamless front desk operations.
• Answered incoming calls, redirecting them to appropriate departments, enhancing communication flow.
• Handled telephone enquiries, providing detailed information and transferring calls to relevant staff.
• Maintained visitor logs, recording details accurately for security and administrative purposes.