YWCA Fort Canning is a beautiful accommodation of 175 spacious rooms. Nested beside the lush surroundings of Fort Canning Park, it offers a discreet sanctuary of calm in the vibrant city. As you step into this quiet retreat, you enter into a world filled with warmth and serenity.
Our Front Office is a team of caring and service orientated professionals who are committed to provide exceptional experience for all our customers. We are looking for dynamic persons to join the team and contribute to our service offering.
Key Responsibilities:
· Manage front office operations
o Collaborate with various departments on guests' special requirements and requests.
o Develop operations plans for front office operations.
o Identify and resolve deviations and irregularities related to front office services.
o Implement operating procedures and service standards for front office operations.
o Manage personalised reception services for VIP guests' arrivals and departures.
o Monitor front office operations to ensure adherence to organisational standards and procedures.
o Monitor room inventory levels and reconcile discrepancies.
o Manage all room keys inventory are accurate.
o Attend to all incoming emails and follow up actions taken accordingly.
o Storage of luggage in the baggage room is properly controlled, recorded, and is neat and tidy at all times.
o Review operations reports and/or statistics to monitor and report departmental performance.
o Daily update of digital signage events board on F&B activities and events for the day is accurate.
· Drive service and operational excellence
o Build guest relationships to enhance return visits.
o Interact with guests to gather feedback on service quality.
o Manage service recovery for escalated guests' concerns and feedback with proper records.
o Manage team's service performance in response to guests' needs and requests to ensure guest satisfaction.
o Review and recommend systems and processes for workflow and productivity improvement.
o Manage cost control to keep departmental operating expenses within budget.
· Manage operational risks
o Manage emergency situations.
o Operationalise compliance management on data protection regulations and organisational security procedures for guest registration and credit and cash transactions.
o Where on night shift, all emergency and/or incidents should be duly reported immediately with records.
· Team Management
o Provide mentoring and guidance to improve staff work performance.
o Carry out daily briefing with team members.
o Upkeep proper daily operations records.
o Attend meetings when required.
· Any other tasks to be assigned by the Management.
Key Requirements:
· Diploma in Hospitality Management
· Minimum 5 years of relevant experience
· Strong working knowledge on Opera system
· Proficiency with Microsoft Word, Excel, and Outlook computer programs
· Shifts work including weekends and public holidays
· Strong communications and written skills
· Able to work independently and as a team
· Calm, efficient, and able to work well under pressure
· Good problem-solving and decision-making skills
· Well-groomed and possesses a cheerful disposition
· Good interpersonal skills
· A passion for delivering exceptional levels of guest service
We emphasize on a work culture of service, commitment, compassion, respect and team work and developing each individual to his/her fullest potentials. You can look forward to a stable and exciting career with us that is rewarding, meaningful and enjoyable.
