Front Office

**Job Number** 23158136

**Job Category** Rooms & Guest Services Operations

**Location** The Ritz-Carlton Millenia Singapore, Marina Bay, Singapore, Singapore, Singapore

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

Essential Job Functions:

- Maintain complete knowledge of:

- All hotel features/services, hours of operations
- All hotel restaurant food concepts, menu price range, dress code and ambiance
- All hotel room types, numbers/names, layout appointments, amenities and locations.
- All hotel room rates, special packages and promotions.
- Daily house count and expected arrivals/departures
- Scheduled daily group activities, names and locations of meeting/banquet rooms.
- Room availability status for any given day.
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
- Ensure all Ladies and Gentlemen practice the three steps of service as outlined in the Ritz-Carlton Credo.
- Enlivening the Ritz-Carlton Gold Standard during every guest engagement
- Ensure that the grooming standards of all staff are impeccable.
- To ensure that all work areas are kept in a tidy and organized fashion and it must always be manned, ie: front desk, hostess stand, front entrance, etc.
- To personally handle guest opportunities and special requests and ensure that 100% of our guests have a wonderful and memorable say with us at The Ritz-Carlton, Millenia Singapore.
- To assist in follow up of all Guest Incident raised in Mystique.
- To continuously train staff with a focus on warmth, guest contact, system efficiency and training certification.
- Represent the General Manager in his absence.
- To attend to accidents, emergency and fire alarms in the hotel.
- Personally meet, greet, escort and fond farewell as many VIP, special attention and repeat guests as possible.
- Ensure that all ‘relocated guests’ are well taken care of and escorted to their new accommodation and brought back the following day.
- To ensure that vacant rooms are turned in a timely manner and amenities are delivered successfully prior to guest’s arrival.
- The overnight MOD will perform the night audit process and reorganization of files.
- The overnight MOD will ensure that all public areas are cleaned and are kept in uncompromising level of cleanliness.
- Maintain a close relationship with the Front Office Manager and Assistant Front Office Manager to share concerns and improvements on the hotel at a large.
- Access all functions of computer systems according to established procedures and standards.
- Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
- Promote positive guest relations to all individuals approaching the Front Desk.
- Ensure Upsell records are accurately updated in spreadsheet and display at back office.
- Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
- Process al guest check-in according to established hotel requirements:

- Confirm reservation in system and review all noted information.
- For guests without a reservation, sell a room type agreed upon.
- Register guest in the computer and generate a registrations card.
- Verify registration card information with guest.
- Obtain back-up information for guest; credit/payment method and input into system; collect cash when designated.
- Assign guestroom.
- Advise guest of any messages, mail, faxes, etc, received for them.
- Inform guest of room key procedures.
- Communicate services and amenities included in packages to guests on packages.
- Obtain guest signature on registration card.
- Introduce Guest Relations Officer to escort guest to their rooms
- Communicate to Bell Services to ensure luggage delivery to the room if any
- Collect guest preferences for all guests.
- Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities.
- Ensure all VIPs are communicated via walkie through the Rooms Division
- Accommodate room changes expediently.
- Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.
- Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
- Accept and record wake-up call requests; communicate to Communications.
- Issue safe deposit boxes to guests and ensure security of keys.
- Block rooms in the computer and follow through on designated requirements.
- Ensure VIP rooms are blocked three days in advance
- Ensure VIP rooms arriving the subsequent day have the accorded preference
- Pre-register designated V3 guests and prepare key packets for Rooms Controller if nec