Front Office Manager

2 weeks ago


Singapore TPC HOTEL PTE. LTD. Full time

Responsibilities:

  • Responsible for setting up the Front Office training tools such as job descriptions, policies and procedures, and training plans as a guideline for the Front Office operations.
  • Management of the hotel's Front-Office operations to achieve a reputation as a market leader in personalized and customer focused service in the industry.
  • Effectively oversee all guest arrivals and departures, ensuring that the room allocations and checkin/ checkout processes follow set procedures and are guest centric.
  • Lead and guide the Front Office team to provide Cousu Main Service to the guests
  • Work closely with Engineering to ensure that maintenance requests are followed up on and completed efficiently.
  • Prepare monthly reports for the Front Office Department and revise the key performance indicators together with the Housekeeping Department and the Reservations team.
  • Develop the team ambassadors to excel in their job roles.
  • Maintain effective communication with the Front Office Ambassadors and with other relevant departments to create a seamless experience for guests.
  • Manage departmental key performance indicators (Financial, Guest satisfaction, Brand compliance)
  • Liaise with Housekeeping to ensure that room cleanliness standards are maintained.
  • Ensure that public areas are clean and well presented with regular monitoring.
  • Liaise daily with the Reservations team to ensure accuracy in room allocation as well as the maximization of yield.
  • Oversee the daily movement of guest activities and be able to resolve any guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel.
  • Supervise lobby services such as valet and bellmen duties, ensuring that guest arrivals and departures are as efficient as possible.
  • Ensure that the night audits are conducted effectively and accurately.
  • Ensure there is management support and presence visible at the Front Office and in the lobby during key periods throughout the day.
  • Coordinate with security in the investigation of irregularities and undesirable guests.
  • Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.
  • Strive to implement the Sofitel Vision and demonstrate active use of the Sofitel Values.
  • Any other reasonable request as required by Hotel Management.

Position Requirements:

  • Minimum of 5 years hotel operational experience, Front Office essential, 5 star luxury environment preferred.
  • Strong operational background with experience in the implementation and management of brand standards
  • Project professional image at all times through personal presentation/ interpersonal skills.
  • Experience in the coaching and development of a professional management team.
  • Able to initiate contact and establish rapport easily.
  • Efficient organization of time and work.
  • Ability to influence others to achieve common goals.
  • Appreciates and maintains an effective outlet for stress.
  • Excellent numeracy, verbal and written communication skills.
  • Has the ability and willingness to undertake further development.
  • Works under pressure without negative impact.
  • Develops and maintains cooperative working relationships.

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