Front Desk Operations Manager

1 day ago

Singapore CRAIG ROAD PROPERTY HOLDINGS PTE. LTD. Full time
Job Description

As a Front Desk Operations Manager at CRAIG ROAD PROPERTY HOLDINGS PTE. LTD., you will be responsible for overseeing daily operations and ensuring guest satisfaction. This is a full-time on-site role that involves handling guest inquiries, resolving issues, and managing the front desk team to provide excellent customer service.

Key Responsibilities:
  • Take ownership and responsibility for Duty Management shifts, recording incidents in the Duty Log and following up with the Front Office Director and/or Hotel Manager.
  • Report any accidents, incidents, or thefts for both internal and external guests, and liaise with the Security & Safety Manager as appropriate.
  • Manage arrivals and departures, using guest names at all times, and take action in fully booked situations.
  • Liaise with Housekeeping and Engineering as required for Out Of Order rooms.
  • Ensure accuracy of input into reservation/front desk systems, and content/legibility of registration cards.
  • Upsell opportunities, email capture, and other Front Office initiatives are managed by you.
  • Ensure all necessary supplies are available for the Front Desk to work efficiently and oversee ordering/completion of Purchase Orders in line with hotel policies and procedures.
  • Undertake and complete any special projects, tasks, or other reasonable requests by the Front Office Director and/or Hotel Manager.
Requirements:
  • Fully conversant with current availability situation at any given time, and also future availability.
  • Fully conversant with all hotel room types, numbers, layout, locations, rates.
  • Meet and welcome regular, global card holders and VIP guests.
  • Ensure Front Door entrance is covered at all times.
  • Ensure guest privacy and security, respecting confidential information.
  • Ensure all guest special requests are followed through and administered.
  • Ensure Front Desk Agents are fully conversant with correct policies and procedures for: Reservation enquiries and booking requests, allocation of rooms, pre-allocation and handling of Group arrivals, registering guests, offering assistance with luggage and/or escort to guestrooms, VIP guests/walk-ins, and handling complaints/feedback.
  • Follow up on any doubtful accounts passed on by Front Desk Agents.
  • Authorize and sign paid outs, corrections, adjustments, and cashier's banking.
  • Be fully involved in the preparation of departmental and hotel budgets, as well as any other financial reports if requested.
  • Ensure Front Desk Agents balance their close of shift and resolve any discrepancies in audit and cash float balancing.
  • Fully conversant with foreign exchange procedures.
  • Fully conversant with hotel credit policy as it relates to: cash payments, credit card payments, account to company, voucher payment, and third party payment.
Estimated Salary: $40,000 - $60,000 per annum, depending on experience and qualifications.

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