What do we expect from you?
Under the general guidance of the Front Office Manager, supervise and coordinate all Front Office related duties and participate in the clerical duties connected with arriving, departing and in-house guests, using the hotel Property Management System aligned with Mondrian Singapore Duxton Policies and Procedures.
How your day looks like?
- Handle all guest queries and requests
- Record all/any incidents that occur in the hotel, log and follow up with the Front Office Manager and/or Hotel Manager
- Ensure that all potential hazards are reported immediately, addressed and followed through to ensure issues rectified
- Know of all arrivals/departures and ensure guest names are used at all times
- Know the current availability situation at any given time, and also future availability
- Have complete knowledge of all hotel features and services including Food & Beverage outlets (menu, price range, promotions, opening hours), Business Center (facilities, charges), Spa/Gym (facilities, opening hours), etc
- Be familiar with all hotel room types, numbers, layout, locations, rates
- Be familiar with special packages, short & long-term promotions (hotel, outlets, spa), and pass on to Sales Department any possible leads which could develop into future business
- Know the hotel ethos to assist with site inspections when requested
- Manage upselling opportunities, email capture and other Front Office initiatives
- Drive core values to positively impact both Employee and Guest Satisfaction scores
- Represent and/or assist Front Office Manager in all necessary meetings, as required, to ensure effective inter-departmental communication
- Maintain the ethos, brand integrity, core values and operational standards to ensure all Front Office areas are well maintained
- Liaise with Front Office Manager on all issues/feedback raised in internal and external reports, including InnsQore and Sterling guest surveys
- Ensure all Front Office work areas (front and back of house) and equipment are clean and well maintained, and report defective materials/equipment to Front Office Manager
- Monitor pre-registered arrivals and ensure all no shows are checked out and charged
- Meet and welcome regular and VIP guests
- Ensure Front Door entrance is covered at all times and bell staff are posted
- Ensure guest privacy and security, respecting confidential information and 100% compliance with Mondrian Singapore Duxton confidentiality policy
- Ensure compliance with hotel credit policy and Standard Financial Procedures
- Undertake and complete any special projects, tasks or other reasonable request by Front Office and/or Hotel Manager, and be available for emergency call out
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.
