Duty Manager, Guest Experience & Front Office Leader

Mondrian; Singapore; On-site; SGD 60,000 - 110,000; Full time

Job summary

Mondrian Singapore Duxton is seeking an engaged Front Office professional to uphold the EDGE guest experience across the lobby and front desk. You will manage duty shifts, guest arrivals, and supervise front desk operations to ensure superb service and security.

You'll collaborate with security, housekeeping, and revenue teams, maintain accurate registrations, and support upselling opportunities while upholding Mondrian's brand standards and confidentiality policies.

Responsibilities

• Take ownership and responsibility for Duty Management shifts
• Record in the Duty Log all/any incidents that occur in the hotel and follow up with the Front Office Manager and/or Director of Rooms
• Report any accident, incident, theft for both internal and external guests, and liaise with Security & Safety Manager as appropriate
• Knowledge of all arrivals and departures, using guest name at all times
• Check current day arrivals and departures, taking appropriate action in the event of fully booked situations
• Fully conversant with current availability situation at any given time, and also future availability
• Complete knowledge of all features and services (including Food & Beverage outlets, spa/gym - menu/price/promotions/hours)
• Fully conversant with all hotel room types, numbers, layout, locations, rates
• Fully conversant with special packages, short and long-term promotions (hotel, outlets, spa)
• Liaise with Housekeeping and Engineering as required for Out Of Order rooms
• Ensure accuracy of input into reservation/front desk systems, and content/legibility of registration cards
• Manage upselling opportunities, email capture and other Front Office initiatives
• Ensure all necessary supplies are available for the Front Desk in order to work efficiently and oversee ordering/completion of Purchase Orders in line with hotel policies and procedures
• Undertake and complete any special projects, tasks or other reasonable request by Front Office Manager and/or Director of Rooms
• Meet and welcome regular, global card holders and VIP guests
• Ensure Front Door entrance is covered and all arriving guests are greeted by our team members at all times
• Ensure guest privacy and security, respecting confidential information and 100% compliance with Mondrian Singapore Duxton confidentiality policy
• Maintain and effectively utilize guest profiles and fully support collection of preferences and Customer Recognition Programme (CRP) role
• Ensure all guest special requests are followed through and administrated
• Ensure Front Desk Agents are fully conversant with correct policies and procedures for: Reservation enquiries and booking requests, allocation of rooms, pre-allocation and handling of Group arrivals, registering guests, offering assistance with luggage and/or escort to guestrooms, VIP guests/walk-ins, and handling complaints/feedback.
• Completion of weekly/monthly rosters and Purchase Orders
• Follow up on any doubtful accounts passed on by Front Desk Agents
• Authorize and sign off daily paid outs, corrections, adjustments and cashier's banking
• Be fully involved in the preparation of departmental and hotel budgets as well as any other financial reports if requested
• Ensure Front Desk Agents balance their daily close of shift and resolve any discrepancies in audit and cash float balancing
• Liaise and co-ordinate with Accounts and Front Office Manager for any special billing requests and procedures
• Fully conversant with foreign exchange procedures
• Fully conversant with hotel credit policy as it relates to: cash payments, credit card payments, account to company, voucher payment, and third party payment.

Job description

Mondrian Singapore Duxton is seeking an engaged Front Office professional to uphold the EDGE guest experience across the lobby and front desk. You will manage duty shifts, guest arrivals, and supervise front desk operations to ensure superb service and security.

You'll collaborate with security, housekeeping, and revenue teams, maintain accurate registrations, and support upselling opportunities while upholding Mondrian's brand standards and confidentiality policies.