Assistant Front Office Manager

2 weeks ago

Singapore KATONG HOLDINGS PTE. LTD. Full time

**Hotel Indigo colleagues are the people at the centre of every new story **. They make all guests feel welcome in the neighbourhood and at home in the hotel. At **Hotel Indigo® **we deliver inspired service. Our guest are explorers. A discerning set of individuals who bring their curiosity, uniqueness, and informality to everything they do in life. They are people who approach travel as an opportunity to expand their mind, learn new things, and create memories they can share that last a lifetime.

**Hotel Indigo colleagues are warm, personal, and unscripted. They embrace the individuality **and diversity of everyone. They enjoy iconic, worldly locations and are **drawn to discovering **what makes each of them unique. They are **inspiring storytellers **who inject positivity into their environment. They combine **informality and fun with professionalism and sophistication.**

Join us as a **Assistant Front Office Manager / Front Office Manager **in **Hotel Indigo Singapore Katong & Holiday Inn Express Singapore Katong **You’ll have ambition, talent and obviously some key skills because, for this vital role, we’re looking for someone who can:
Manage all aspects of the front office, for example front desk, bell services, business centre, telephone services, concierge services, and guest services to deliver a guest experience that is unique and brings the brand to life.

**People**
- Assists the Rooms Division Manager in all aspects of their duties
- Assist Rooms Division Manager in execution of the management of staff
- Monitor Front Office Personnel to ensure guest receive prompt, cordial attention and personal recognition.
- Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
- Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
- Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.
- Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

**Guest Experience**
- Monitor Front Office and particularly Guest Relations personnel, to ensure IHG members, known repeat guests and other VIPS receive special attention and recognition.
- Control the availability of rooms, rooms types, accuracy of room count and rate categories
- Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to
- Turn away guests if occupancies deem it necessary ensuring no good-will is lost
- Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
- Know system recovery procedures
- Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
- Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships drive continuous improvement in guest satisfaction.
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
- Interpret computer reports
- Compile statistics for front office and provide reports relating to that area
- Approve upgrades and special amenities in absence of manager
- Maintain inter-departmental relationships to ensure seamless customer service
- Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival
- Provide input for Front Office Departmental Meetings and deputizes in cases of absence

**Financial Returns**
- Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
- Monitor PM room and Open folio house account
- Monitor, control and manage all Stationeries and inventory of front office guest supplies
- Oversee night audit function and preparation of daily financial reports.
- Develop plans to increase occupancy and ADR through walk-ins and up selling at the front desk.
- Maximize occupancy, revenue and average rate while maintaining high service standards

**Responsible Business**
- Train team members on PBX procedures and serve as a central communications point during emerg

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