Total 28 front desk officer job vacancies in Singapore, North East

ENSURE TIMELY REQUISITION OF INVENTORY AND STOCK CONTROL FOR STATIONERY AND SUPPLIES FOR THE DEPARTMENT 

• Handle requisition, inventory and stock control for stationery and supplies for department  
• Process all purchase requisitions and verify invoices  
• Ensure timely delivery of inventory and stationery 
• Requisite and process order for water cooler  
• Coordinate toner order and servicing of photocopier  
• Assist to request user ID for newcomers and deactivate user ID for staff who resign 

ADMINISTRATION AND MISCELLANEOUS DUTIES  

• Monitor and upkeep all maintenance items including renewal of contract/agreement  
• Maintain and update all colleagues personnel records 
• Monitor and update colleagues PHs, annual and medical leave records  
• Manage Petty Cash, Casual Labour and Expense payments and records  
• Process all purchase requisitions and verify invoices  
• Maintaining and updating of Department’s Time and Attendance records 
• Carry out any other duties as and when assigned by the Management of the Hotel and department 

INVOLVEMENT AS A MEMBER OF THE GUEST SERVICES TEAM 

• General knowledge of Front Office Operations  
• Familiar with T&C policies and procedures  
• Familiar with Labour Laws in accordance to the Government guidelines  
• Hands-on knowledge of Windows and its relevant programs  
• Knowledge of inventory and stock control  
• To handle any projects or assignments given from time to time 

• Conform to and enforce policies, procedures & rules, and regulations as laid down by Accor and the Hotel to achieve the highest levels of uniformity and guest service
• Directly report to the Assistant Safety and Security Manager / Safety & Security Manager
• Responsible for maintaining the highest level of security within the Hotel at all times whilst on duty
• Protect all guests’ patrons and employees of their belongings
• Ensure the Hotel’s property is well protected
• Take charge of the Hotel Security during duty hours
• Responsible for securing all hotel properties, staff, and clientele following the procedures as stipulated in the security manual
• Enforce the Hotel’s Rules and Regulations
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values
• Record details of significant incidents and activities in the logbook during his shifts
• Ensure all Lost and Found properties are recorded in the Security Management System, hand them over (non-valuables) to the Housekeeping Department as soon as possible, and keep the Duty Manager informed
• Maintain a Hotel Logbook on incidents, complaints, etc., and refer them, if required to the appropriate department for follow-up action

This position is available from January 2025 onwards.

The Security Officer delivers the safety and security measures that meet the requirement of the Hotel Management.

Primary Responsibilities

Manages The Control Room

• Verifies all visitors, guests and contractors of their visit and issue pass to them after verifications.
• Records and issues departmental keys to the colleagues after verification. Acknowledges and records when the keys are returned.
• Reports and documents all incidents in the Security Management Occurrence log.
• Answers to all telephone enquiries in a calm and professionally manner.
• Records and takes pictures of all Loss and Found items surrender by colleagues or others in the “Case Property” form and thereafter to hand over to Housekeeping if there is no claimant.
• Responds to the fire alarm bell activation and activates the CERT members, Decam (Decentralized Alarm Monitoring Station), Hotel Telephone Operator and raised the Fire Alarm Bell Activation Report thereafter.
• Assists in the evacuation when the need arises.
• Assists in managing the Electronic Parking System for the Carpark, including printing the Daily Revenue Report and Settlement Report daily.
• Any other duties assigned by the Security Supervisors and Managers.
• Prepares to assume the role of a CERT member when the need arises.

Carries Out Static Duties

• Ensures a peaceful environment, greets guest coming/going out of the hotel, to report and take action if there is a disturbance.
• Ensures orderly traffic flow, advises drivers of unauthorised parking to park at designated car park and to report and take action if there is disturbance.
• Conducts checks on unauthorised parking, advise the driver to park in designated car parks, to report and take action if there is disturbance.
• Ensures only authorised contractors or supplier’s vehicles is allow to park in the loading bay.
• Ensures smooth traffic movements in the loading bay.
• Ensures the vehicles are parked in an assigned parking lot.
• Ensures no obstruction cause to other vehicles using the loading bay.
• Verifies the identities of all contractors/workers using the loading bay.
• Responds to any emergencies within 3 minutes or less.

Patrols The Hotel Grounds And Buildings

• Residence patrolling for crime prevention and to report of any incidents, disputes disturbances or found properties left unattended.
• Perimeter patrolling to ensure that the hotel’s exterior walls are not vandalised or damaged, ensures the street lamps are in working condition.
• Raffles Arcade Blocks patrolling for crime prevention, providing assistances or enquires from City guests or members of the public.
• Responds to any emergencies within 3 minutes or less.

Involvement As A Member Of The Security Team

• Provides security escorts for finance department to the bank.
• Witnessing for colleagues depositing sales proceeds at finance department.
• Crowd Control Duty during major events or VVIP visits.
• Prepare to assume the role of the CERT members and First Aider.

Under the general guidance of the Front Office Manager or any other authorized by the management, assist in ensuring delivery and retrieval of luggage to all guests in a courteous, timely and professional manner.

• Actively welcome and greet arriving guests and retrieve their luggage
• Escort guests to their rooms, explain the room facilities, and sell the hotel’s various outlets (restaurant, bar, spa)
• Deliver luggage, messages, faxes, packages etc. for guests and to undertake various other requests in order to ensure their comfort
• Transport departing guests ‘luggage from the room to the lobby, ensuring that the guest has verified that all luggage has been accounted for
• Ensure that luggage has been stored safely according to prescribed procedures
• Ensure that the luggage storage area is kept clean and tidy at all times
• Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings’
• Be fully aware of what functions are going on in the hotel
• Provide gracious, attentive, and friendly service
• Ensure guest privacy and security, any confidential guest information is not disclosed and process are aligned with Mondrian Singapore Duxton confidentiality standards

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.

Food & Beverage Guest Services Officer

Summary of Responsibilities:

The main responsibilities and tasks of this position are as listed below, but not limited to these:

• Check the table setting, cleanliness and side station preparation as per work station assigned prior to start of operation hour on each meal period
• Greet and farewell guests in a friendly, courteous manner
• Offer menu options, offer menu advice and take orders
• Serve food in efficient manner
• Operate and use POS
• Look for ways to upsell and add value
• Act professionally when dealing with guest complaints or problems, and keep manager or immediate superior informed on all matters
• Accuracy in order taking, timeliness in pickup and delivery of menu items
• Cleanliness and work safety in food preparation and service areas
• Perform or assist in the Hosting and Bartender duties whenever is required
• Perform opening shift and closing shift duties as assigned

Qualifications:

• No F&B service experience is required
• Minimum GCE ‘O’ level education
• Read, write, speak English fluently

Our commitment to Diversity & Inclusion:

We are an inclusive company and what we really hope to achieve is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

If you feel you are ready for your next professional challenge, apply on: https://careers.accor.com/

The Lobby Ambassador is responsible in managing various aspects of the Lobby operation in the delivery of the Raffles Hotel Singapore’s service experience throughout the entire guest journey.

Primary Responsibilities

Executes Core Tasks of the Lobby Operation

• Delivers the Raffles Hotel Singapore guest experience through a seamless flow of processes and in close cooperation with the Raffles Butler.
• Provides a first-class arrival experiences for all residents including a seamless and personalised check-in experience. Closely assists the F&B team in welcoming and accommodating/seating restaurant patrons.
• Ensures the smooth running of the Lobby 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 products and colleagues.
• Addresses any security incidents and guest complaints to the Lobby Operations management team and reacts proactively when suitable and appropriate.
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Handles Cashier and Lobby Operation Coordinator Duties

• Accurately executes cashiering and billing duties in coordination with the Raffles Butlers and cooperates closely with the Finance team.
• Acts as Lobby Operation Coordinator to handle administrative tasks and to ensure the smooth lobby operation and the completion of all essential preparatory tasks prior to guests’ arrivals.
• Responsible for the timely pre-arrival correspondence cycle within the Lobby Operations team.

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 for Residents, F&B patrons and visitors.

Seeks constant improvement of quality in product and services

• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management.
• Participates in the handling and follows up of any security incident and guest complaint together with the Lobby Operations management team and always reinforces hotel values.
• Adheres to Workplace Safety and Health (WHS) policies and procedures.

• Complete the important tasks outlined on the Officer Shift Checklist, to record and follow up all job related incidences in the Officer Log
• Report broadband and telephone equipment defects to the relevant vendors
• Attend to complaints and enquiries referred to by Communications Assistant
• Highlight important events, special instructions and information to the team
• Handle follow ups passed over from the previous shift
• Handle and deliver the Hotel’s general emails to the relevant departments promptly for follow up
• Monitor the status of jobs in Guest Request Management system and highlight any service delays to the respective departments for follow up
• Monitor and ensure the accuracy of all call charges/postings in the PMS and Call Accounting system
• Ensure Broadband charges tally with the Hotel PMS postings
• Conduct and attend trainings, daily briefings and monthly departmental meetings when necessary
• Maintain good housekeeping standards and adhere to all safety and loss control procedures 
• Monitor the functionality of in-house TV Channels, Pipe-in music system and other equipments and systems and report any defects to Engineering Dept
• Keep an accurate record of the inventory, rental equipments and stock
• Tabulate daily and monthly traffic analysis report

• Assist guests with check in and checkout, and other cashiering duties
• Efficient in assisting guests throughout their stay with any requirements, handling guest feedback, provide direction and give suggestions 
• Handle guests’ mails, messages, and answering phone calls
• Maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
• Provide guidance and assistance to Guest Relations Assistant
• Meet, greet and provide rooming for VIP guests
• Attend daily briefings and relevant departmental and interdepartmental meetings
• Ensure the safety, security and loss control policies and procedures are compiled with at the front desk and back office area 
• Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Reception and Duty Manager 
• Comply with hotel and department policies and procedures at all times
• Ensure vigilance in regard to in-house credit matters and act upon any discrepancies
• Provide assistance and supervision of the Front Office areas such as Front Desk, Airline Desk, Groups, Rooms Controlling and Lobby Greeters

• Conform to and enforce policies, procedures & rules, and regulations as laid down by Accor and the Hotel to achieve the highest levels of uniformity and guest service
• Directly report to the Assistant Safety and Security Manager / Safety & Security Manager
• Responsible for maintaining the highest level of security within the Hotel at all times whilst on duty
• Protect all guests’ patrons and employees of their belongings
• Ensure the Hotel’s property is well protected
• Take charge of the Hotel Security during duty hours
• Responsible for securing all hotel properties, staff, and clientele in accordance with the procedures as stipulated in the security manual
• Enforce the Hotel’s Rules and Regulations
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values
• Record details of significant incidents and activities in the logbook during his shifts
• Ensure all Lost and Found properties are recorded in the Security Management System, hand them over (non-valuables) to the Housekeeping Department as soon as possible, and keep the Duty Manager informed
• Maintain a Hotel Logbook on incidents, complaints, etc., and refer them, if required to the appropriate department for follow-up action

• Conform to and enforce policies, procedures & rules, and regulations as laid down by Accor and the Hotel to achieve the highest levels of uniformity and guest service.
• Directly report to the Assistant Safety and Security Manager / Safety & Security Manager.
• Responsible for maintaining the highest level of security within the Hotel at all times while on duty.
• Protect all guests’ patrons and employees of their belongings.
• Ensure the Hotel’s property is well protected.
• Take charge of the Hotel Security during duty hours.
• Responsible for securing all hotel properties, staff, and clientele in accordance with the procedures as stipulated in the security manual.
• Enforce the Hotel’s Rules and Regulations.
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values.
• Record details of significant incidents and activities in the logbook during his shifts.
• Ensure all Lost and Found properties are recorded in the Security Management System, hand them over (non-valuables) to the Housekeeping Department as soon as possible, and keep the Duty Manager informed.
• Maintain a Hotel Logbook on incidents, complaints, etc., and refer them, if required to the appropriate department for follow-up action

• Assign sufficient manning to cater for daily operational needs
• Planning of VIP arrivals and departures and ensuring operational efficiency
• Develop and maintain strong guest relationships to ensure guest loyalty
• Handle guest issues when needed 
• Plan and review rosters to ensure productivity goals are met
• Conduct audit checks on service standards and ensure compliance with hotel standards
• Ensure operations are in order, guests assistance required is rendered accordingly and hotel’s service standards are met
• Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in Guest Satisfaction system
• Facilitate preventive maintenance program with housekeeping and engineering
• Work with the Revenue, Reservation and Sales Manager to ensure strategies are in place to maximize revenue opportunities
• Track and Forecast daily, weekly and monthly Of Loyalty Program
• Planning, reviewing, training, monitoring, evaluation and counseling of employees
• Handling and investigation of guest requests/complaints 
• Counseling and disciplinary action for colleagues non-compliance with procedures and behavior
• Attend any department and operational meetings
• Ensure grooming standard set by the hotel at all times
• Ensure work areas are adequately stocked and inventory properly recorded 
• Ensure department compliance with safety and security procedures at all times

What do we expect from you?

Under the general guidance of the Front Office Manager or any other authorized by the management, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

How your day looks like?

• Actively welcome, greet and check guests in
• Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings’
• Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
• Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
• Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in Nuvola or hotel internal specific communicating system
• Update and maintain the reception hand over book, pass on all guest feedbacks to the Manager on duty so appropriate action may be taken
• Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with Mondrian Singapore Duxton confidentiality standards
• Ensure the correct procedure and policy standards are adhered to
• Ensure all necessary supplies are available for the front desk, manage par stock and order supplies
• Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc.
• Encourage up-selling in order to maximize rates
• Ensure work areas are cleaned and maintained at all times

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.

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.

Summary

This position is responsible for the following:

i. Performing day to day financial transactions, including verifying, classifying, computing, posting and recording accounts receivables’ data.

ii. Ensures the timely and accurate billing of clients and processes accounting receivables and incoming payments in compliance with financial policies and procedures.

Job Responsibilities

• Ensure that all payments by cash/GIRO/TT are posted and reconciled in a timely and accurate manner.
• Ensure credit card postings and payments are reconciled.
• Review all charge-backs from credit card companies and alert Assistant Accountant.
• Check all Banquet Event Orders to ensure deposits mentioned are received and posted.
• Raise invoices and/or credit notes as and when necessary before forwarding to Finance Manager / Director of Finance for approval.
• Check all invoices / billings before mailing out.
• Attend to guests’ enquiries on billings and charges.
• Ensure AR Aging tally with GL.
• Ensure TA commission and Credit Card outstanding forwarded to GL for accruals.

The position is responsible for providing administrative support to the Finance department, Payroll and General Cashiering.

Primary Responsibilities

Administrative Support   

• Updates daily Accounts Receivables List of Remittance upon receipt of cheques. 
• To segregate incoming and outgoing mails and delivery of mails to various Finance sections.
• Co-ordinate and issue hotel gift certificates. 

Cashiering Duties

• Responsible for cash collection and checking of daily remittances, in the presence of a witness.
• Ensures sufficient change and refill for cash machine.
• Updates foreign exchange rate as per hotel policy and policies.
• Ensures daily bank deposits.
• Prepares daily cash receipt report and journals. 
• Balances cash machine fund daily and ensures all funds are returned to the cash machine at end of day.
• Co-ordinates and issues cashiers’ float.
• Provides training to new cashiers.
• Maintains over and short records for each cashier and shows evidence of review by Director of Finance and Business Support.

Monthly Payroll Processing

• Computes and finalises payroll with necessary reports printed for proper approvals to be submitted to bank for processing.
• Ensures high level of confidentiality when dealing with all matters related to payroll.
• Collects and verifies basic payroll information from original sources such as appointment letters, E-Overtime / E-Timesheet reports and payroll allowances and deductions form.
• Processes petty cash reimbursement and expenses report relating to colleagues’ benefits.
• Makes necessary deductions from colleagues’ salary before payday.
• Takes note of resignees and ensures proper process to avoid overpayment in last salary payout.
• Checks and calculates all colleagues’ benefits and ensure proper backups are submitted. 
• Works closely with Talent and Culture team on matters concerning colleagues’ salary, leave, allowances and deductions.
• Responsible for accurate and timely Central Provident Fund submission.
• Checks, verifies and processes casual labour payments in E-casual labour.
• Submits all claims for government paid leaves and reservist make-up pay and maximise any credits available to reduce overall payroll cost.
• Files IR21 for all resigned foreign colleagues for tax clearing purpose.
• Reconciles vacation, bonuses accrual on a monthly basis.
• Prepares monthly Jounrals, Balance sheets and any other reports relating to Payroll.
• Ensures that all hotel systems and internal controls related to payroll section are adhered to.
• Works on any payroll related projects and ensures successful implementations. 

Focuses On Colleagues/Management Experience

• Attends to colleagues queries promptly.
• Consistently offers professional, friendly and engaging service.
• Co-ordinates with various departments to ensure proper documents submission.
• Use a Heartist® approach – makes the guests and colleagues Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.

Works As Part Of The Finance Team

• Ensures to produce quality work at all time.
• Adheres to all timeline set.
• Builds strong relationship with team member.
• Builds a cohesive working environment and achieves together the financial goal set.
• Be knowledgeable and plays an active role in maintaining strict adherence to PCI-DSS compliances.

Involvement In Wider Job Function Relationships 

• Maintains collaborative working relationship with all colleagues.
• Participates in training activities to improve knowledge and skills.
• Follows guidelines provided in colleagues’ handbook.
• Understands emergency procedures, health and safety requirements.
• Ensures service standards and individual performance is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Contributes to the hotel’s Corporate Social Responsibility efforts by supporting the Planet 21 program.
• Performs any other duties and responsibilities that may be assigned.

The Lobby Ambassador is responsible in managing various aspects of the Lobby operation in the delivery of the Raffles Hotel Singapore’s service experience throughout the entire guest journey.

Primary Responsibilities

Executes Core Tasks of the Lobby Operation

• Delivers the Raffles Hotel Singapore guest experience through a seamless flow of processes and in close cooperation with the Raffles Butler.
• Provides a first-class arrival experiences for all residents including a seamless and personalised check-in experience. Closely assists the F&B team in welcoming and accommodating/seating restaurant patrons.
• Ensures the smooth running of the Lobby 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 products and colleagues.
• Addresses any security incidents and guest complaints to the Lobby Operations management team and reacts proactively when suitable and appropriate.
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Handles Cashier and Lobby Operation Coordinator Duties

• Accurately executes cashiering and billing duties in coordination with the Raffles Butlers and cooperates closely with the Finance team.
• Acts as Lobby Operation Coordinator to handle administrative tasks and to ensure the smooth lobby operation and the completion of all essential preparatory tasks prior to guests’ arrivals.
• Responsible for the timely pre-arrival correspondence cycle within the Lobby Operations team.

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 for Residents, F&B patrons and visitors.

Seeks constant improvement of quality in product and services

• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management.
• Participates in the handling and follows up of any security incident and guest complaint together with the Lobby Operations management team and always reinforces hotel values.
• Adheres to Workplace Safety and Health (WHS) policies and procedures.

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.

• Conform to and enforce policies, procedures & rules, and regulations as laid down by Accor and the Hotel to achieve the highest levels of uniformity and guest service.
• Directly report to the Assistant Safety and Security Manager / Safety & Security Manager.
• Responsible for maintaining the highest level of security within the Hotel at all times whilst on duty.
• Protect all guests’ patrons and employees of their belongings.
• Ensure the Hotel’s property is well protected.
• Take charge of the Hotel Security during duty hours.
• Responsible for securing all hotel properties, staff, and clientele in accordance with the procedures as stipulated in the security manual.
• Enforce the Hotel’s Rules and Regulations.
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values.
• Record details of significant incidents and activities in the logbook during his shifts.
• Ensure all Lost and Found properties are recorded in the Security Management System, hand them over (non-valuables) to the Housekeeping Department as soon as possible, and keep the Duty Manager informed.
• Maintain a Hotel Logbook on incidents, complaints, etc., and refer them, if required to the appropriate department for follow-up action.

• Responsible for handling telephone enquiries, accepting reservations and subsequently inputting it into the system.
• Report directly to the Assistant Reservations Manager
• Be well versed in Resavison and Vouch
• Work closely with all Front Office and Sales & Marketing providing lead advice and constant "feedback" concerning both enquiries and firm reservations
• Maintain a professional and friendly attitude while liaising with guests and clients both in person and on the telephone.
• Provide efficient and courteous telephone service to guests and callers so as to upkeep the service standards of Sofitel.
• Responsible to ensure that all information relating to a reservation is keyed correctly into the system and is of highest accuracy with errors kept to an absolute minimum.
• Offer appropriate room types, price inclusions, upsell and handle price objections.
• Responsible for ensuring that all daily tasks is completed diligently
• Take note of the reservation status to sell available rooms.
• To be well informed in all F&B Promotions
• Taking In Room Dining Orders and actively upselling and cross-selling
• Taking restaurant reservations and all other enquiries via phone or emails
• Monitor delivery of promises and orders that come through Vouch and HotSos
• Responsible for providing all telephone inquiries with concise information concerning the services and facilities provided by the Hotel.

Summary

This position is responsible for answering and responding effectively to all enquiries on Hotel reservations in a knowledgeable, courteous and prompt manner.

Responsibilities

• Respond to enquiries about hotel products and services by telephone and email according to standard guidelines.
• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features to promote its products and services.
• Understand Revenue management strategies, up-sell and promote Hotel facilities & services at every available opportunity in order to maximize sales revenue.
• Determine guest needs and quote the appropriate room and rate as per requirements.
• Input booking information into the Reservation System.
• Process amendments to reservations such as extensions, early departures, etc.
• Record special billing arrangements for groups.
• Coordinate and communicate with all other departments to ensure a smooth operation

• Responsible for handling telephone enquiries, accepting reservations and subsequently inputting it into the system.
• Report directly to the Assistant Reservations Manager
• Be well versed in Resavison and Vouch
• Work closely with all Front Office and Sales & Marketing providing lead advice and constant "feedback" concerning both enquiries and firm reservations
• Maintain a professional and friendly attitude while liaising with guests and clients both in person and on the telephone.
• Provide efficient and courteous telephone service to guests and callers so as to upkeep the service standards of Sofitel.
• Responsible to ensure that all information relating to a reservation is keyed correctly into the system and is of highest accuracy with errors kept to an absolute minimum.
• Offer appropriate room types, price inclusions, upsell and handle price objections.
• Responsible for ensuring that all daily tasks is completed diligently
• Take note of the reservation status to sell available rooms.
• To be well informed in all F&B Promotions
• Taking In Room Dining Orders and actively upselling and cross-selling
• Taking restaurant reservations and all other enquiries via phone or emails
• Monitor delivery of promises and orders that come through Vouch and HotSos
• Responsible for providing all telephone inquiries with concise information concerning the services and facilities provided by the Hotel.

• Ensure smooth operation of the Front Office
• Be responsible for directing, coordinating, and monitoring the overall Front Office operation as directed by Executive Assistant Manager/General Manager to meet the service standards of the Hotel
• Contribute to guest satisfaction by providing a high standard of service in line with norms and procedures through TRUST YOU and Key Performance Index set by Accor
• Assist Front Office Manager with projects related to Front Office as and when required and meeting up with datelines
• Identify personnel development to have trained and qualified staff to consistently maintain and increase the Hotel’s service
• Take charge of the ACDC program and work closely with Front Office Manager
• Work with the Director of Sales and Assistant/Reservations Manager and take full control of the Front Office operations in the event of overbooking, should the need to transfer guests to other hotels
• Be responsible for the safety and security of guests, employees, and the hotel assets

• Responsible to support Purchasing Manager and Cost Control in the smooth and efficient operation of the Purchasing, cost control, and receiving functions.
• Consider first the interest of the company in all transactions and to carry out and believe in the company’s established policies.
• Buy without prejudice, seeking to obtain the maximum ultimate value of each dollar of expenditure.
• Subscribe to and work for honesty and truth in buying, and to denounce all forms of manifestation of commercial bribery.
• Have a complete understanding of the Hotel's policy relating to Fire, Safety and Health.
• Ensure adherence to all ACCOR’s control procedures pertaining to Purchasing, Cost Control and Receiving
• Assist Purchasing Manager and user departments in sourcing and negotiating prices for supplies, operating equipment and food and beverage products.
• Negotiate with selected suppliers and obtain competitive quotations.
• Ensure that the purchase policy and procedures are strictly adhered to.
• Ensure cost effective purchases while maintaining quality and service, for all supplies and services.
• Ensure most economical purchase of goods and services for the hotel, ensuring that purchasing is committed on most competitive terms.
• Choose the best price not at the expense of maintaining our quality and standard.
• Process Purchase Requisition, ensuring quotations are attached and explanations are sufficient to support the purchase.
• Support Purchasing Manager in purchasing decisions by comparing quotations.
• Prepare the required reports assigned by Purchasing Manager.
• Keep close contact with the suppliers for obtaining updated and relevant market information and report to Purchasing Manager.
• Keep records of a purchasing development such as Purchase record, Vendor Record, Blueprint and specification record, print forms record
• Bids received must be based on a specified quality and quantity. All purchase requests must state vendors names in the appropriate spaces and bids received from each vendor on the appropriate lines.
• Order placed with suppliers must ensure the following considerations :
• · That bids are for the specified merchandise. If yields differ, the lowest price may not be the best to buy.
• Promptness of service and past experiences with vendors should be
• · considered in selecting the vendors. However, care should be taken to avoid reliance on a limited number of suppliers.
• · In obtaining quotations, ensure that it includes freight and delivery to the Hotel.
• · Frequently, in the course of ordering, the suppliers will offer "Bargains" for larger quantity purchases.
• In general, large quantity buying should be avoided. These "Bargains" must be brought to the General Manager's and Director of Finance’s attention for approval.
• Assist Cost Control Executive in cost control and receiving functions
• Assist to ensure Store, Receiving and all their related areas are strictly complied with the standards at all time.
• Support Cost Control Executive in conducting monthly inventory of beverage store and supervising stock-taking in stores, kitchens and bars.
• Support Cost Control Executive in checking recipe costings, inter-kitchen transfers, wastages at outlets, beverage variances and any other cost control related matters.
• Assist to check Market List, Receiving Record, Costing List to ensure the effectiveness of the control system.
• Perform duty as and when required by Director of Finance.

The Senior Front Office Supervisor is directly responsible for the day-to-day operations of the Front Desk while on duty. Leading the team to ensure that the Reception operations run smoothly at all times and supporting Receptionists in their day-to-day tasks. On a broader scale of Front Office Supervisor is to ensure that all of the hotel’s guests are greeted, assisted with a level of service, and welcomed in a genuine warm way at all times.

• Able to assist the Duty Manager to ensure smooth operations at the front office at all times.
• Assist the Duty Manager in reviewing the staffing roster at the commencement of the shift to ensure the best deployment for maximum efficiency.
• Able to assist the Guest Service Executive in resolving any operational issues.
• Able to assist the Duty Manager in controlling room inventory. Managed allocations according to hotel directives. Plan room allocation and prepare arrivals, bearing in mind any special requests.
• Coordinating with housekeeping daily to ensure rooms are cleaned on time, departures are checked out timely and VIP arrivals are checked.
•  Update PMS (Opera) and be able to use the program as an expert for the Front Office area. Able to train others to do so too.
• Promote, develop, and maintain strong working relations, ensuring that your shift/team runs smoothly and guests are greeted professionally, in a Heartist manner.
• Identify the person to whom he/she is speaking, and the subject of the request, and direct the guest accordingly.
• Monitor performance standards, reporting issues/concerns as needed.
•  Able to assist the Duty Manager in handling guests’ requests and complaints.
• Able to train all existing and new team members.
• Able to assist the ALL Star & in general be a Loyalty Ambassador who consistently promotes our Loyalty programs (Accor Live Limitless & ALL Plus).
•  Able to assist the Assistant/Front Office Manager in monitoring and checking on retro-claims.
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values.

The Accounts Officer will be responsible in collections of all daily cash taking, the supply of small change to the hotel cashiers, making daily bank deposits, preparation of the General cashier cash report and a statement of his/her own fund and preparation of cashiers fund acknowledgment receipt.

• In charge of daily balancing of credit card charges for hotel and outlets (F&B and Non-F&B).
• Reconcile F&B, Banquet and C&E checks against POS report.
• Ensure credit card accounts are processed and updated on time. Reconciliation must be done on a daily basis and follow up any discrepancy immediately in order to clear by the end of the month.
• Reconcile card payment/settlement from banks/card acquirers and prepare credit card reconciliation report at the end of month.
• Ensure the credit card processes and documents comply with PCI standard.
• Ensure daily cash taking and postings are correct
• Reconcile cash taking daily
• Prepare petty cash and casual labor collection
• Perform check and count on Launderette room coin changing machine
• Perform surprise cash count once a month
• Liaise with bank to solve any credit card dispute/chargeback
• Assist with Food & Beverage stock taking at the end of month
• Any other duties as assigned