Front Desk Agent

Accor; Singapore; On-site; SGD 31,248 - 51,336; Full time

Job summary

Mondrian Singapore Duxton is seeking a friendly Front Desk Guest Service Specialist to warmly welcome arriving guests, check them in, and ensure VIP guests receive high-quality, personalized service while maintaining guest recognition standards.

Under the guidance of the Front Office Manager, you will handle guest requests, differentiate guest types, follow up on arrivals, manage supplies, uphold confidentiality, and contribute to up-selling efforts to optimise guest satisfaction.

Qualifications

• Previous experience in customer service, preferably in hospitality
• Excellent verbal and written English communication skills
• Proficiency in cash handling procedures and computerized cash register systems
• Strong multitasking abilities and attention to detail
• Ability to remain calm and professional in high-pressure situations
• Proficient in using standard office equipment (computer, telephone, copier, fax machine)
• Basic computer skills, including familiarity with property management systems
• Flexibility to work various shifts, including weekends and holidays
• Knowledge of local attractions and services in Singapore (preferred)
• Ability to stand for extended periods and assist with light lifting when necessary
• Strong problem-solving skills and a customer-focused mindset
• Collaborative team player with a positive attitude

Responsibilities

• Greet guests and check them in efficiently
• Address guest requests with accuracy and follow-up
• Differentiate guest types and serve VIPs appropriately
• Process registrations and reservations changes
• Maintain privacy and confidentiality of guest information
• Ensure front desk supplies are stocked and orderly
• Support up-selling to maximise room rates

Skills

English proficiency

Cash handling

Multitasking

Office equipment

PMS familiarity

Customer service

Hospitality knowledge

Tools

Cash register systems

Microsoft Office

Property management systems

Job description

Company Description

Mondrian Singapore Introduction

A breaker of boundaries, the hotel is ideally placed between the mavericks of Chinatown and the makers of the CBD. Today, Duxton Hill is Singapore’s most up-and-coming neighbourhood, featuring barista cafes, world-class eateries and bars, art galleries and independent boutiques. Now Mondrian arrives at the top of that hill.

Job Description

Under the general guidance of the Front Office Manager or any other authorized by the management, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

How your day looks like?

• Actively welcome, greet and check guests in
• Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
• Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
• Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in Nuvola or hotel internal specific communicating system
• Update and maintain the reception hand over book, pass on all guest feedbacks to the Manager on duty so appropriate action may be taken
• Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with Mondrian Singapore Duxton confidentiality standards
• Ensure the correct procedure and policy standards are adhered to
• Ensure all necessary supplies are available for the front desk, manage par stock and order supplies
• Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc.
• Encourage up-selling in order to maximize rates
• Ensure work areas are cleaned and maintained at all times

How do I deliver this?

• Tell it like it is- Authentic, honest, you mean it, sincere, true.
• Have fun and make friends - fun, energetic, whimsical, upbeat, “wink", casual.
• I\'ve got your back- Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable.
• Play to win - Original, cutting edge, new, "outside the box"; open to new possibilities, different.
• Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.

Qualifications

• Previous experience in customer service, preferably in the hospitality industry
• Excellent verbal and written communication skills in English
• Proficiency in cash handling procedures and computerized cash register systems
• Strong multitasking abilities and attention to detail
• Ability to remain calm and professional in high-pressure situations
• Proficient in using standard office equipment (computer, telephone, copier, fax machine)
• Basic computer skills, including familiarity with property management systems
• Flexibility to work various shifts, including weekends and holidays
• Knowledge of local attractions and services in Phnom Penh (preferred)
• Ability to stand for extended periods and assist with light lifting when necessary
• Strong problem-solving skills and a customer-focused mindset
• Collaborative team player with a positive attitude