The position is responsible for conducting all teams partaking in a guest’s arrival and departure. The Lobby Manager also acts as the center of all communication and action during any irregular incident during a resident stays or guest visits.
Primary Responsibilities
Delivers the Raffles Hotel Singapore Arrival and Departure Experience
- Ensures guests receive a warm and personalised arrival and departure experiences based on and seamless flow of processes including supporting Lobby Ambassadors for check-in, check-out, and cashiering duties.
- Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standards, and aim to achieve the scores and goals set by management.
- Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
Manages All Aspects of the Daily Operation at the Hotel Lobby and Entrances
- Ensures the smooth running of the hotel operation by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
- Upholds a flawless impression and perception of the Raffles Hotel Singapore services, products and colleagues.
- Takes responsibility to ensure 24-hours shift coverage in the Lobby Operation, Concierge and Raffles Service sections. Carries out Night Duty Management by himself if needed.
- Orchestrate the lobby operations from a seating perspective of main building restaurant patrons.
Maximises Efficiency of Resident and Guest Incident Management
- Manages any incident that occurs during resident stays or guest visits due to service or product shortfalls.
- Acts as the center of communication during any incident and takes immediate action to turn the situation around into a satisfying experience.
- Acts according to hotel emergency and crisis management procedures when applicable and always reinforces hotel values.
- Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.
Maximises the Outcome of Upsell and Cross-sell Opportunities
- Executes the annual upsell strategy and achieves all goals as set by management.
- Cooperates with all departments and divisions in promoting inter-hotel sales and in-house facilities.
- Performs any other duties and responsibilities that may be assigned.
