Front Desk Operations Manager

1 day ago

Singapore CONRAD SINGAPORE ORCHARD Full time
Assistant Front Desk Manager

At Conrad Singapore Orchard, we are seeking a highly skilled and experienced Assistant Front Desk Manager to join our team. As a key member of our Front Office team, you will be responsible for ensuring seamless guest experiences and providing exceptional service to our valued guests.

Key Responsibilities:
  • Lead the Front Desk team in delivering exceptional guest service and ensuring a positive first impression for our guests.
  • Monitor and maintain the highest standards of cleanliness and organization in the Front Desk area.
  • Assist and coach staff in dealing with special requests and complaints, ensuring prompt and complete resolution.
  • Ensure accurate and timely completion of house set up for the day's arrivals.
  • Be aware of VIP arrivals and departures, working closely with the Guest Experience team to ensure seamless service.
  • Ensure sufficient staffing at the desk to meet the activities for the day.
  • Handle guest complaints promptly and completely, ensuring a high level of satisfaction.
  • Coach and train new staff, ensuring they receive proper buddy support during their job skills training period.
  • Recommend training opportunities and submit departmental training schedules.
  • Ensure adherence to hotel rules and regulations.
  • Assist the Front Office Manager in conducting confirmation and yearly performance appraisals of staff.
  • Review guest feedback from SALT and other feedback mechanisms, taking corrective measures with staff as needed.
  • Leverage technology, such as Kipsu and Synergy, to proactively meet customer needs and drive innovation.
  • Maintain brand standards by conducting audits and ensuring all staff adhere to Conrad Hotels and Resorts' standards.
  • Demonstrate thorough knowledge of credit procedures and ensure their proper application.
  • Offer current knowledge of hotel products, services, policies, and emergency procedures.
  • Be aware of room availability and make decisions on acceptance or refusal of lay-over business.
  • Oversee evening and night operations, representing management and ensuring the hotel's night audit runs smoothly.
  • Participate in the hotel's CERT team in emergency situations.
Requirements:
  • At least 3 years of Front Office experience in the luxury hotel, leisure, and/or retail sector.
  • Current knowledge of health, safety, and security procedures.
  • Calm, efficient, and able to work well under pressure in different situations.
  • Excellent interpersonal and communication skills.
  • Proficiency in Microsoft Word, Excel, and Outlook computer programs.
  • A passion for delivering exceptional levels of guest service.
  • Meticulous grooming and presentation.
  • Ability to work independently or as part of a team.
  • A relevant supervisory/management certificate/diploma or degree, preferred.

We are looking for a highly skilled and experienced Assistant Front Desk Manager to join our team at Conrad Singapore Orchard. If you have a passion for delivering exceptional guest service and are looking for a challenging and rewarding role, please submit your application.

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