Job Description – Assistant Manager- Front Office (RTP00795)Employee Status:
This position focuses on customer service and builds partnerships with other departments to ensure that guests` needs are attended to promptly. To respond to situations and activities at the Front Desks- Lobby any another other hotel premises that requires attention and all emergencies. Leading the Front Office team through organizational changes and providing support and manage the Front Desk operations and hotel room inventory.
Hotel Overview: Strategically located in the heart of Singapore`s shopping- dining and entertainment districts and with the City Hall and Esplanade Mass Rapid Transit (MRT) train stations and other major transportation nodes at its doorstep- Fairmont Singapore and Swissôtel The Stamford are the gateway to explore Singapore`s landscapes at your convenience. With a total of 2-028 well-appointed guestrooms- both hotels offer a distinct collection of 15 lifestyle and dining choices including Michelin-starred fine dining restaurant JAAN- cutting-edge meeting space at Raffles City Convention Centre and one of Asia`s largest spas- Willow Stream Spa.
Summary of Responsibilities:
Reporting to the Director of Front Office Operations- responsibilities and essential job functions include but are not limited to the following:
Ensure the safety- security and loss control policies and procedures are compiled within the hotel
Provide direction and leadership to the HEAT(Hotel Emergency and Action Team) and if needed- calls for the evacuation of people and staff from areas affected by fire- flood- bomb threats or civil disturbance
Maintain visible image of management at all times
Assist employees and guests by handling guest feedback- both written and verbal and include investigations into guest complaint
Ensure documentation of all guest related issues using FCS lo
Meet- greet and room VIPs and making courtesy calls to guest
Conduct daily briefings presenting business issues- hotel information and coach and train colleagues on guest handling skill
Conduct investigations when Front Desk colleagues are unable to balance their cashiering ledger and/or cash float
Coach and train colleagues and carry out disciplinary actions when necessary
Attend scheduled meetings- departmental and interdepartmental meetings
Co-ordinate full house activities- handle pledge relocations of guests
Control hotel room inventory and manage room availability for check in
Ensure procedures of On-Call Valet desks and driveways are manned at all times and operate efficiently
Complete any collateral assignment.
Co-ordinate with Reception and Group Desk Managers to look out for VIP arrivals booked on Executive Club.
Meet and greet guests upon arrival and departure- especially Executive Club and VIP guests.
3 years Hotel Front Office and Food and Beverage experience
Sound Computer Knowledge- i.e. well versed with windows- internet explorer and word- either POS or PMS system
Opera would be of advantage
Sound decision making
Good interpersonal and communication skills
Leadership/People management skills