Front Desk Manager

**Mission Control Manager**

The Mission Control Manager is responsible for overseeing all aspects of the Mission Control (Front Desk) and Ground Control (Concierge) Operations efficiently and to lead the YOTEL _AIR _front desk team by example and motivate them.

**Main Responsibilities**
- Handles daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest satisfaction
- Anticipate guest needs through observation and offer prompt, efficient service either personally or through effective communication with other departments
- Coordinates with Mall management security with regards to any criminal act within the Hotel or suspicious guests
- Work with relevant departments on vouchers, billing instructions, rebates, deposits to ensure no bad depts., skippers, untraceable charges and allowances.
- Coordinate and take charge of any emergency while higher Management is not on duty in hotel premises. Supervises and executes required emergency procedures in the events of fire, power failure and other emergency situations
- Maintain absolute cleanliness and ordinance of all areas and displays at Mission Control, Ground Control, KOMYUNITI Lounge (club lounge) and all public areas on lobby including Restrooms, Public Showers and Gym.
- Ensure that pre-check in procedures are effectively carried out according to standard operating procedures
- Deal with guests’ enquiries, problems and complaints promptly, efficiently and courteously to the satisfaction of guests and interest of the Hotel
- Ensure High guest facing visibility at all times. Divide time in the lobby and all other areas to ensure that the Mission Control department is operating effectively.
- Perform high balance guest check and follow up for further deposits, if required
- Inspect VIP rooms prior to approval and ensuring high visibility in guest contact area
- Perform aspects of Human Resources and training as needed, including; performance appraisals, counseling, coaching, training, etc.
- Ensure all Mission Control Crew Members are accounted for and performing their duties as per YOTELAIR Singapore Changi Airport Standards.
- Solicit and communicate guest feedback for continuous improvement.
- Extend professionalism and courtesy to fellow crew members and customers always.
- Prepare weekly rosters and forecasts for the department considering occupancy levels and ensuring optimum crew manning.
- Ensure a daily pre-shift meeting is conducted on the overnight and be current on all events and citywide attractions.
- Administrative duties include, but are not limited to; end of shift reports, payroll and YOTEL communication tool.
- Perform tasks as assigned by the Manager on Duty, Senior Manager - Mission Control or General Manager.

**What is this person like?**
- Pro-active with a ‘can do’ positive attitude.
- Likes to be busy, always looking for the next task or goal to achieve.
- Embraces technology. Always willing to try out new systems and ways to improve guest experiences and operational processes.
- Great attention to detail in everything that they do.
- Sociable and confident with each other and our guests.
- Friendly, warm and welcoming always.
- Professional in their outlook, taking pride in their appearance, performance and reputation.
- Takes responsibility for their actions and those of the wider team.
- Likes to own problems and find solutions for the benefit of the guests and team alike.
- Effective leader who enjoys managing a team and bringing out the best work attitude in them.

**Knowledge, experience, skills required**
- Minimum of 2 years of customer experience as Duty Manager or 3 years as a Front Office Supervisor in mid-scale and/or upper midscale establishments that practice excellent customer service.
- Solid computer skills and good working knowledge of Property Management Systems such as Opera. Ability to learn new Property Management Systems, such as Stay N Touch - Rover PMS.
- Ability to read and speak English fluently. Second or multiple languages are a plus.
- Willing to work shifts including overnight shifts
- Preferably Manager specialized in Hotel Management/Tourism Services or equivalent.