Direct, monitor and supervise the day-to-day activities of all sections within the Front Office and other services rendered by other operational departments of the Hotel, and to ensure smooth operations and customer service satisfaction in line with the established standards and policies of the Hotel.
Primary Responsibilities:
- Supervise sections in Front Office, such as reception, cashier, telephone, reservation and baggage services. Monitor the junior staff’s conduct and job performance and to ensure that all staff project a positive corporate image to guests.
- Ensure that guests are attended to with promptness, courtesy and efficiency and that guest complaints are handled with tact and diplomacy. Assist in checking in / out of guests.
- Assist to inspect rooms assigned to VIPs before their arrival. Meet and show VIPs to their rooms and ensure that the complimentary amenities are provided. Ensure that GM, Sales and other relevant Departments are informed of the VIPs.
- On commencement of shift to check on the handover log for messages and follow up actions. Ensure keys in custody are issued only to authorised personnel. Initiate correspondence regarding enquiries, reservations, and complaints. Check housekeeping discrepancy report; report any variance and take corrective actions.
- Perform duties pertaining to security such as directing guests reporting incidents, thefts, or any offences to the Security department for assistance and handle matters concerning guest’s undesirable conduct in rooms / public areas or undesirable persons loitering around in co-ordination with the security department.
- Maintain cash float amount in accordance with expected occupancy. Authorise rate and room changes, paid outs, cash advances, acceptance of cheques according to procedures and credit policies.
- Responsible for training of all reception staff including planning, organising and conducting OJT.
- Monitor room inventory closely to ensure maximum utilisation of rooms to generate higher revenue. Assist Sales to maximise revenue and occupancy from group allotments.
- Directly responsible for the evacuation of staff and guests during a fire in the absence of the Safety & Fire Manager.
- Conduct random checks on hotel driveway to ensure smooth traffic flow.
- Handle all tasks/duties as directed by the Management.
- To log in the DM log on any incidents or complaint from the guest.
- To ensure a smooth flow of check in and check out
- To create and assign room for last minute reservation outside Reservation hours.
- Night shift support required
Job Highlights
- We provide equal opportunities to learn and develop skill sets
- We identify and build our talents
- We foster friendly working relationships built on mutual trust
*We regret only shortlisted candidates will be notified.
*This role is for 2 properties - Novotel Singapore on Kitchener (nearest MRT: Farrer Park) & Mercure ICON Singapore City Centre (nearest MRT: Chinatown).
