Located steps from the Singapore River, Alma House occupies the vast historic grounds of a former school. The building’s modernist architecture is also home to a vibrant creative cluster, with trendy shops, restaurants and lifestyle establishments that showcase the most progressive of what the city has to offer.
Alma House is ideal for anyone seeking greater flexibility, with space for work, stay, and living. Across 79 different rooms, a variety of room types caters to the needs of both short-term and long-term corporate and leisure travelers. There are also exclusive guests-only spaces, such as the communal lobby bar that acts as an extended living room.
Embracing the authentic, Alma House offers a curated experience – connecting people, place, planet, and possibilities.
Your Responsibility
Reporting to the General Manager, the Front of the House Manager is responsible for providing the highest levels of customer satisfaction in the property. For such, he or she will hire, train and continuously motivate a young and energetic team of guest experience that will go above and beyond in delivering an enjoyable experience for guests.
This person will curate the customer journey from the moment that the guest books the property to after their departure, making it a seamless process. He or she will make sure that reducing the response time to guests is a priority and that the team is trained to solve guest queries and manage guest complaints with empowerment and adequate internal communication.
This person will master the property management system (PMS) and make sure that the team uses it adequately to assign rooms that maximize the inventory and provide a smooth check-in and check-out process. This person will communicate closely to finance to ensure that all payments are processed correctly and there are no billing issues.
This person will be on-boarded prior to the opening of the property, therefore below critical pre-opening tasks are to be fulfilled:
Pre-Opening
● Adequate PMS Set-Up including VIP categories, segments and other to identify client demographics
● Preparation of all required Standard Operating Procedures
● Preparation of email templates for guest replies
● Set-Up and implementation of Post stay guest survey and other feedback collection forms
● Hiring and on-boarding and training of all the guest experience staff in close coordination with the management team
Pre-Opening
Additionally to the details mentioned above, below are the most critical parts of the job
● Maximize Revenue:vLook after inventory management and driving up-sell. This will require strong communication with the back of house team so that full house occupancy can be reached while minimizing out of order rooms
● Maximize Guest Satisfaction: look at creating a guest survey and monitoring all guest ratings through the different platforms such as OTAs, TripAdavisor and Google.
● Continuously train all the guest experience staff to deliver on revenue and satisfaction goals
● Adequately manage the property reservations process. Replying to guest requests/ leads of all sources to maximize conversion rate
● Work closely with sales executive to ensure show rooms are prepared when available for possible site visits
● Identify VIP categories and come up with a suitable welcome amenity option for each of them
● Provide monthly reports to leadership in terms of revenue metrics (Revenue, ADR, Occupancy, RevPAR)
● Provide monthly upsell report based on an approved upsell program and continuously encourage/ recognise the team to maximize their performance
● Provide monthly reports of guest feedback and initiatives on how to continuously improve the quality and service delivered.
Skills Required
● A minimum of 4 years in relevant working experience in service or hospitality
● Must be a hands-on person that is resourceful, proactive and a team player
● Must have good communication skills internally and externally. English is mandatory. Chinese is highly-valued, any other language is valued.
● Experience in managing front office and inventory management
● Adequate problem resolution skills when dealing with customers
● Detail oriented in the field of expertise
● Able to work quickly under pressure
● Passionate about the guest
● Flexible, open to learn new scope and go beyond and above for the property’s success
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