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 Role
The Front Office Executive works under leadership and managerial roles of Front Office function in accordance with the service standards. He/She must be a friendly and outgoing individual and possess excellent communication and problem-solving skills. He/she can work well under pressure in a fast-paced environment and is able to interact with culturally diverse guests. He/She is also required to mentor, guide the junior team members. In the absence of the Front Office Manager and duty managers, he/she is responsible for the smooth and efficient operations of the Front Office.
Key Responsibilities:
(i) Manage Front Office Operations
- Coordinate daily front office activities to ensure operational efficiency.
- Build rapport with guests to enhance service experience
- Maintain accurate room status information
- Responsible for the assignment and blocking of rooms for arrival guests, particularly VIPs guests and Groups.
- Responsible for the preparation of all the necessary materials, Registration Card, Welcome Folder, Fruit Basket, Cake, Key and etc. prior to VIPs guest arrival.
- Work closely with fellow colleagues in Reservations and Sales Departments on all VIPs reservations.
- Ensure that all reservations and cancellation are processed efficiently.
(ii) Drive Service and Operational excellence
- Deal with guest requests to ensure a comfortable and pleasant stay.
- Assist in guests/customers complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
- Keep up to date with room prices and special offers in order to provide accurate information to guests.
- Report any maintenance, breakage or cleanliness matters to the relevant Manager.
(iii) Manage Operational Risks
- Monitor team's compliance with data protection regulation and organisational security procedures for guest registration and credit and cash transactions.
- Adhere to all fire safety procedures and to assist in the evacuation process.
(iv) Team Management
- Conduct on-the-job training and provide guidance to Guest Relations Officers.
- Identify training needs and implement training plans to enhance team capabilities.
- Monitor team performance and provide feedback for improvement.
Key Requirements:
- Diploma in Hospitality Management
- Minimum 2 years of relevant experience in front desk service
- Good working knowledge of OPERA system would be an advantage
- Works on shifts including weekends and public holidays
- Good communications and written skills
- A team player with multi-tasking skill
- Good interpersonal and problem-solving skills
- Strong customer experience management
- Enjoy meeting people and has a friendly personality
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.
