Assistant Front Office Manager

7 days ago

Singapore EL DEVELOPMENT (VENTURES) PTE. LTD. Full time

**Summary**

Provides support to the Front Office Manager in the day-to-day operations of Front Office, Executive Lounge and Concierge to ensure the achievement of established quality and service standards, and maximize the financial performance of the department.

**Responsibilities**:

- Supervise front office team, coordinates the activities of the front desk, reservations and guest services.
- Ensure consistent adherence of the team to the Hotel policies, procedures, and service standards in accordance to brand and service guidelines set by Accor.
- Monitor the Front Office team to make sure all guests receive prompt and personal recognition and resolve service issues, incidents or accidents as required.
- Responsible for checking daily shift audits, maintaining staffing needs, analysing market or industry trends and expanding unique brand experience through the delivery of consistent quality customer service.
- Require to make objective decisions and handle any complaints and emergencies in a level-headed manner.
- Daily liaison with the Reservations office to ensure accuracy in room allocation and maximising of yield.
- Establish performance and development goals for team members.
- Responsible for the leadership and achievement of performance targets of Front Office.
- Recommend and execute improvements in hotel policies and Front Office operations where there are opportunities for improving services, maximizing revenue and profitability where possible without comprising quality standards.
- Serve as a role model to demonstrate appropriate behaviours
- Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results eg. TrustYou, RPS, Upselling.
- Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
- Be involved in reviews of repair and maintenance issues, and coordinate with Engineering and Housekeeping to ensure all guestrooms are in good condition.
- Involve in recruitment of new team members for Front Office.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Responsible and accountable for the front office's entire operations in the absence of the Front Office Manager.
- Manage department controllable expenses to achieve or exceed budgeted goals.
- Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel.
- Assist in safety and emergency training for all employees.
- Perform other duties as directed by the Management.

**Qualifications & Experience**
- Diploma or Degree in Business Administration or Hotel Management.
- At least two (2) years of experience in a **similar capacity **within the luxury hospitality setting.
- Sound knowledge in Hotel PMS
- Excellent communication and interpersonal skills with colleagues and guests
- Excellent customer service skills and enjoy creating delightful moments for guests
- Able to thrive in a dynamic and fast paced environment
- Strong analytical and problem-solving skills
- Strong operational leadership with a business mindset

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