Guest Experience Front Office Leader

HH Properties Pte Ltd; Santo Niño 1st; On-site; PHP 2,067,000 - 3,445,000; Full time

Job summary

Aloft by Marriott Singapore Novena is seeking an Assistant Front Office Manager to ensure smooth daily operations from guest arrivals to departures. You will supervise, coach and monitor Front Office associates to uphold service standards and deliver a personalized guest experience while addressing issues promptly.

Ideal candidates have a strong knowledge of Marriott Bonvoy and can train the team on P&P and SOPs.

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 (ensure their challenges are resolved up to satisfaction) & establish guests contact in order to find every opportunity to deliver an exceptional experience before they depart.
• Familiarize and train FO team about Front Office P&P 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 and takes appropriate action where necessary.
• Prepare and analyze related monthly Front Office reports (include daily cashiering & master accounts) prepared by Front Office Executive to ensure accuracy and justify with proper explanation for any adjustments made.
• Assisting in the preparation of duty rosters, AL & PH planning and scheduling. To update and make last minute arrangements for operation’s coverage due to MC/Urgent leave request.
• Full understanding with experience in Marriott Bonvoy is essential. Possibility to be the Marriott Bonvoy Champion for the department, providing support and training to the team members, and attending to Bonvoy members.
• Supporting and executing company’s Sustainability Program.
• Actively supporting the team by covering the gaps as and when required.
• Able to make sound and wise decisions in the absence of the management.

Job description

Aloft by Marriott Singapore Novena is seeking an Assistant Front Office Manager to ensure smooth daily operations from guest arrivals to departures. You will supervise, coach and monitor Front Office associates to uphold service standards and deliver a personalized guest experience while addressing issues promptly.

Ideal candidates have a strong knowledge of Marriott Bonvoy and can train the team on P&P and SOPs.