As the Assistant Manager or Duty Manager – Building Operation, you are responsible for overseeing and managing properties undertaken by the company. This role involves a variety of tasks to ensure that the properties are well-maintained, guests have a positive experience, and the properties remain profitable. Below are the outline of your scope of works:

Property Management

Maintenance and Repairs: Coordinating regular maintenance and addressing any repair needs promptly to keep the property in excellence condition.

Cleaning: Scheduling and overseeing cleaning services between guest stays to ensure the property is always guest ready.

Inventory Management: Ensuring the property is stocked with necessary supplies such as toiletries, kitchen essentials, and other amenities.

2. Guest Relations

Communication: Managing all communications with guests, including responding to inquiries, providing check-in instructions, and addressing any issues during their stay.

Check-In & Check-Out: Facilitating smooth check-ins and check-outs, sometimes involving key exchanges or digital lock setups.

Hospitality Services: Enhancing guest experience by offering personalize services such as local recommendations or arranging additional services such as airport arrangement.

Guest Satisfaction and Reviews

Market Strategy, Engage Additional Service Providers & Encourage Return Guest: Utilizing various marketing channels and promotions to increase property visibility and booking rates.

Review Management: Monitoring and responding to guest reviews to maintain a high rating and positive reputation.

Financial Management, Technology and Systems Management

Payment Processing: Keeping detailed records of income and expenses, preparing financial reports, and ensuring profitability. Handling guest payments, security deposits, and refunds.

Reservation Systems & Automation Tools: Using property management software to manage bookings, availability, and guest communications. Implementing tools for automating tasks such as messaging, pricing adjustments, and review requests.

Compliance and Regulations

Permits, Licences and Legal Requirements: Obtaining and maintaining necessary permits and licenses for operating a short-term rental. Ensuring the property complies with local laws and regulations, including zoning laws, health and safety standards, and tax obligations.

Human Resource and Standard Operating Procedures

Staff Arrangement, Hiring and Training: Ensure there are sufficient building employees and laborer with the necessary skill, knowledge and ability to run the building accommodation as per required by the company.

Crisis Management

Emergency Handling & Conflict Resolution: Being prepared to handle emergencies such as property damage, guest disputes, or urgent maintenance issues. Managing any conflicts or complaints from guests or neighbors effectively and professionally.

Leadership & Management Training

Operational SOPs Guidebook: To guide and lead the team to follow all SOPs and Operational works and targets mentioned in the Operational SOPs guidebook.