Lead Front Office Operations

1 week ago

Singapore beBeeGuestServiceLeader Full time $60,000 - $100,000
Key Job Responsibilities
  • To successfully lead the front office, back office, and Pacific Lounge functions, you will need to possess excellent communication and problem-solving skills.
  • As a Guest Service Team Leader, you will provide professional, courteous, and efficient service to all internal and external guests in line with Standard Operating Procedures, ensuring liaison between front office and all other hotel departments.
  • Project a professional appearance and demeanor; adhere to uniform and personal hygiene guidelines. Act as a role model and assist the Assistant Guest Services Manager to train and drive the team culture and Core Values.
  • Allocate room assignments, review arrivals, VIPs, amenities, and special requests; coordinate with relevant departments to meet preferences and requests.
  • Assist the Manager in directing and managing front office room inventory to ensure preferred room types are available for guest arrival.
  • Deliver personalized service that exceeds guest expectations and differentiates the service of the Serviced Suites.
  • Maintain working knowledge of the PMS and standard operating processes; perform Front Office tasks and ensure revenue is collected in line with company credit policies.
  • Coordinate site inspections required by Sales; monitor Manual Hold and Work Order for rooms.
  • Remain present in guest areas during high traffic times to assist front office staff, handle guest complaints and feedback, and initiate service recovery; ensure DM log is updated.
  • Monitor daily and monthly enrollment in the DISCOVERY Loyalty Program, guest benefits, and points submission as required.
  • Check and verify Guest Service Ambassador cashiering and end-of-shift cash handling; complete necessary reports and ensure cash floats are intact.
  • Monitor daily departures and coordinate with Housekeeping to identify and resolve discrepancies.
  • Assist the Manager in training the team to high standards, including technical, hospitality, communication, management, and organizational skills.
  • Assist in orientation and training of new hires.
  • Undertake other tasks assigned by the Assistant/Manager of Front Office.
  • Ensure efficiency and readiness of equipment and supplies; maintain cleanliness of Front Office, Lobby, Pacific Lounge, and Living Room.
  • Plan and organize quarterly activities for guests and propose ideas to enhance their stay.
  • Monitor Front Office objectives such as TripAdvisor and TrustYou.
  • Perform other office duties such as associate work schedules and timesheets and other monthly reports as required.
Additional Key Expectations
  • Enforce and adhere to all Key Policies.
  • Enforce and comply with Rules and Regulations in the Employee Handbook.
  • Perform other duties assigned by Management from time to time.
  • Attend Workplace Safety and Health meetings as deemed suitable by management.

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