Front Office Manager

Description

We are looking for an individual who strives to stay ahead of evolving hospitality trends and competition while creating unforgettable experiences for our guests. Nextbeat Singapore Pte.Ltd. EA License Number: 22C1267

Responsibilities and Duties

* Take full responsibility for leading the front office team to ensure smooth and efficient daily hotel operations. This includes proactively identifying and addressing potential issues to deliver an exceptional guest experience. * Motivate the front office team to meet monthly room upsell targets, driving profitability. Regularly review and streamline existing policies and processes, utilizing available technology and automation to improve labor productivity. * Uphold and champion high service and operational standards across all areas, providing continuous and constructive feedback to the team. Coach and train staff to foster guest loyalty and encourage repeat business, aiming to achieve a high guest return rate. * Establish a personalized guest stay program that includes pre-arrival preparations and a comprehensive care program to ensure consistent service excellence and immaculate standards throughout the hotel. Oversee the handling of VIP and special attention guests, including room assignments, welcome amenities, and personal greetings upon arrival. * Maintain a strong presence in the lobby, especially during breakfast hours, and engage with guests to build rapport, particularly with repeat visitors. Manage guest feedback and complaints promptly, ensuring issues are resolved at the source to prevent recurrence. * Drive improvement in Tripadvisor rankings and TrustYou survey scores by keeping the team focused on targets, addressing pressing issues, and managing feedback from various channels, including social media, mystery shoppers, and service audits. Ensure the team actively solicits guest feedback during their stay and at check-out, using this information to refine service standards and enhance the guest experience program. * Monitor the control and use of amenities and guest room supplies, recommending adjustments based on guest needs and industry trends. Conduct regular inspections of guest rooms and other facilities to ensure high standards of maintenance, safety, cleanliness, and comfort for both guests and employees. * Coordinate special projects, renovations, and event logistics, ensuring timely communication with all relevant departments and guests. Develop contingency plans and properly brief the team to ensure smooth execution. * Ensure all reports and administrative duties are completed accurately and on time. Stay updated on technological advancements and innovations to enhance operational and service excellence. * Identify training needs within the team and close skill gaps through effective coaching and on-the-job training. Oversee the performance and development of direct reports and provide supervision and guidance as needed. * Perform other duties and responsibilities as assigned.

Qualifications and Requirements

* Degree or Diploma in a relevant field, with at least 5 years of experience in the hotel industry, including supervisory experience in front office operations. * Strong critical thinking and strategic decision-making abilities * Excellent interpersonal and relationship-building skills * Proven leadership and influencing capabilities * Exceptional communication (both verbal and written), organizational, and presentation skills * Ability to work independently, take initiative, and manage time effectively * Proficient in change management * High attention to detail and meticulousness * Exemplary grooming standards and personal presentation * Flexibility to work on weekends and public holidays

Working Condition

Leaves

14 days Annual Leave

Working hours

5 days/ 44 hours Rotational Shift including weekends and PH)

Other benefits

Medical and Dental benefits