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:
- Oversee lobby operations to ensure guests' needs are promptly and efficiently met.
- Provide ongoing general management support throughout the hotel by monitoring guest satisfaction, service standards, security, employee activities, and physical defects, with a primary focus on front office operations.
- Coordinates with all relevant operations departments to ensure the proper functioning of the front office, including addressing room defects and maintaining room cleanliness.
- Ensure that departmental standard, policies, and procedures are maintained.
- Lead a team in addressing guest complaints and special requests, ensuring corrective actions are taken to achieve complete guest satisfaction.
- Update incident report for any critical incident including staff or guest injuries and damage to hotel property.
- Promptly, efficiently, and courteously address guests' inquiries, problems, and complaints to ensure their satisfaction and uphold the hotel's interests.
- Ensure that the Front Office and public areas are clean, orderly, and that all operating equipment is in good working condition.
- Ensure and maintain the neat appearance of all Front Office team members.
- Participate in company's sustainability effort for the environment and being an inclusive employer.
Job Requirements
- Degree or Diploma in Hospitality Management or other relevant qualification is preferred.
- Minimum 4 years’ related experience in a full-service hotel or mid-range hotel.
- Commitment to work rotating shift and any day, including weekends and public holidays.
- Great communication skills, ability to interact with guests, employees and third parties
- High attention to details.
- Ability to multi-task and work efficiently in a fast-paced environment.
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 available for 2 properties - Novotel Singapore on Kitchener (nearest MRT: Farrer Park) & Mercure ICON Singapore City Centre (nearest MRT: Chinatown).