Front Office Duty Manager - Guest Experience & Ops Lead

Aloft Singapore Novena; Santo Niño 1st; On-site; PHP 3,445,000 - 4,429,000; Full time

Job summary

Aloft Singapore Novena is seeking a Front Office professional to assist the Director of Front Office and Assistant Front Office Manager in ensuring smooth daily operation from guest arrivals to departures.

You will supervise, coach, and monitor Front Office associates to ensure service standards are consistently met, while delivering a fun, personalized guest experience and promoting Marriott Bonvoy benefits.

Qualifications

• Experience in Front Office operations and guest relations.
• Strong knowledge of Marriott Bonvoy programme.
• Ability to supervise, coach, and develop team.
• Upsell and cross-sell to maximize revenue.
• Maintain service standards and incident handling.

Responsibilities

• Maximization of Rooms revenue by encouraging the Front Desk team to upsell or cross sell.
• Handle guests’ challenges or incidents occurring in the hotel when necessary and record all incidents into DM log for management’s attention or follow‑up.
• Supervise and monitor associates on duty to ensure that day to day operational matters is handled on time and guest expectations are met.
• Check and balance FO associates’ performances, training needs analysis, motivation, further development & well‑being from time to time.
• Review and follow‑up on guest feedbacks and establish guests contact to deliver an exceptional experience before they depart.
• Familiarize and train FO team about Front Office P&Ps and SOPs. Providing coaching, counselling and develops subordinate employees
• Conducts frequent front and back of house checks ensuring all areas are in order, service procedures, standards of cleanliness and hygiene, repair and maintenance, employee grooming, and manning levels are in order
• Prepare and analyze related monthly Front Office reports prepared by Front Office Executive to ensure accuracy and justify explanations for adjustments
• Assisting in the preparation of duty rosters, AL & PH planning and scheduling; update last minute operation coverage
• Understanding Marriott Bonvoy is essential; potential to be Bonvoy Champion for department, offering support and training to team
• Supporting and executing company’s Sustainability Program
• Actively supporting the team by covering gaps as needed
• Able to make sound decisions in absence of management

Skills

Guest service excellence

Leadership & supervision

Upselling & cross-selling

Staff coaching & training

Marriott Bonvoy knowledge

Tools

Marriott Bonvoy

Job description

Aloft Singapore Novena is seeking a Front Office professional to assist the Director of Front Office and Assistant Front Office Manager in ensuring smooth daily operation from guest arrivals to departures.

You will supervise, coach, and monitor Front Office associates to ensure service standards are consistently met, while delivering a fun, personalized guest experience and promoting Marriott Bonvoy benefits.