Front Office Manager - Toa Payoh

MAIN DUTIES:

• Responsible for the entire Front Office Operations and coordinates closely with other Operating Departments, ie. Housekeeping, Engineering and Security Departments, in meeting or exceeding guests’ requests, handling inquiries and resolving complaints arising from accommodation issues, room defects, service shortfalls or billing disputes
• Supervises / Delegates duties to all managerial staff within the department and to prepare their work schedule
• Confirming and enforcing policies, procedures, rules and regulation laid down by the hotel in order to achieve uniformity and the required minimum level of service standards
• Maintain a high integrity level of the leaders
• Prepare weekly staffing schedules, monitoring staff attendance and guests’ interactions
• Formulates and enforces all policies, procedures, rules and regulations pertaining to Front Office activities and ensure that FO staff understand and adhere to such approved standard procedures and policies of the Hotel
• Ensures daily FO tasks fulfils Brand Audits and Accounting practices
• Receives and welcomes VIPs or elite Accor members in the absence of Management
• Reviews incidents, complaints follow up and actively participates in the resolution / service recovery process or refer to (if required) the appropriate department for further necessary actions
• Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist to implement clear action plans
• Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation
• Controls and verifies occupancy forecast and keep management fully aware of the availability situation, not limited to overbooked or critical rooms situation
• Proactively ensures an effective control of rooms assignment to avoid overbooked situation at Front Office and strives to maximize hotel occupancy, eg. securing disruptive flight delays
• Performs any other duties as and when required by Management, in tandem to Hotel Operational needs

Job Requirements:

• Degree or Diploma in Hospitality Management or other relevant qualification
• Minimum 4 years’ related experience in a full service hotel
• Oral and written fluency in English. Fluency in another language is an advantage
• Commitment to work rotating shifts, weekends and public holidays.
• Great communication skills, ability to interact with guests, employees and third parties that reflect highly on the hotel, the brand and the company.
• Can motivate fellow team members
• Able to identify problems and issues in a pre-emptive manner, and resolve them independently and creatively
• Meticulous with strong attention to details with good follow-up
• Able to provide leadership in creating a cohesive, creative, effective team environment