Under the general guidance of the Front Office Manager or any other authorized by the management, be an EDGE Ambassador and ensure that EDGE (Engaging Dynamic Guest Experience, representing the core values of Mondrian Singapore Duxton on which all Mondrian hotels and staff are focused) is visible in all aspects of Front Office.
How your day looks like?
- Take ownership and responsibility for Night Duty Management shifts
- Record in the Duty Log all/any incidents that occur in the hotel and follow up with the Front Office Director and/or Hotel Manager
- Report any accident, incident, theft for both internal and external guests, and liaise with Security & Safety Manager as appropriate
- Knowledge of all arrivals and departures, using guest name at all times
- Check current day arrivals and departures, taking appropriate action in the event of fully booked situations
- Fully conversant with current availability situation at any given time, and also future availability
- Complete knowledge of all features and services (including Food & Beverage outlets, spa/gym - menu/price/promotions/hours)
- Fully conversant with all hotel room types, numbers, layout, locations, rates
- Fully conversant with special packages, short and long-term promotions (hotel, outlets, spa)
- Liaise with Housekeeping and Engineering as required for Out Of Order rooms
- Ensure accuracy of input into reservation/front desk systems, and content/legibility of registration cards
- Manage upselling opportunities, email capture and other Front Office initiatives
- Ensure all necessary supplies are available for the Front Desk in order to work efficiently and oversee ordering/completion of Purchase Orders in line with hotel policies and procedures
- Respond to all issues/feedback raised in internal and external reports, including InnsQore mystery guest programme, Sterling guest surveys, TripAdvisor reports, and liaise with Front Office Director and hotel management as appropriate
- Undertake and complete any special projects, tasks or other reasonable request by Front Office Director and/or Hotel Manager
- Meet and welcome regular, global card holders and VIP guests
- Ensure Front Door entrance is covered at all times
- Ensure guest privacy and security, respecting confidential information
- Maintain and effectively utilize guest profiles through GuestWare and fully support collection of preferences and Customer Recognition Programme (CRP) role
- Ensure all guest special requests are followed through and administrated
- Ensure Front Desk Agents are fully conversant with correct policies and procedures for: Reservation enquiries and booking requests, allocation of rooms, pre-allocation and handling of Group arrivals, registering guests, offering assistance with luggage and/or escort to guestrooms, VIP guests/walk-ins, and handling complaints/feedback.
- Completion of weekly/monthly/other rotas and Purchase Orders, including Fourth
- Follow up on any doubtful accounts passed on by Front Desk Agents
- Authorize and sign paid outs, corrections, adjustments and cashier’s banking
- Be fully involved in the preparation of departmental and hotel budgets as well as any other financial reports if requested
- Ensure Front Desk Agents balance their close of shift and resolve any discrepancies in audit and cash float balancing
- Liaise and co-ordinate with Accounts and Front Office Director for any special billing requests and procedures
- Fully conversant with foreign exchange procedures
- Fully conversant with hotel credit policy as it relates to: cash payments, credit card payments, account to company, voucher payment, and third party payment.
How do I deliver this?
- Tell it like it is- Authentic, honest, you mean it, sincere, true.
- Have fun and make friends - fun, energetic, whimsical, upbeat, “wink", casual.
- I've got your back- Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable.
- Play to win - Original, cutting edge, new, "outside the box”; open to new possibilities, different.
- Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.
