Front Desk Agent

Mondrian Seoul Itaewon; Singapore; On-site; SGD 29,000 - 47,000; Full time

Job summary

Mondrian Singapore Duxton is seeking a Front Office professional to deliver high-quality, personalized service to arriving and in-house guests. You will greet guests, manage check-in, handle requests, and maintain guest recognition programs with an Engaging, Dynamic Guest Experience.

Your day includes welcoming guests, differentiating guest types, processing registrations, and ensuring privacy and security.

Qualifications

• Experience in customer service, preferably hospitality.
• Excellent verbal and written communication in English.
• Proficient in cash handling procedures and register systems.
• Strong multitasking abilities with attention to detail.
• Calm and professional in high-pressure situations.
• Familiarity with property management systems.
• Flexible to work varied shifts, including weekends and holidays.
• Knowledge of local attractions and services is a plus.

Responsibilities

• Actively welcome, greet and check guests in.
• Ensure requests are addressed accurately with appropriate service and follow-up.
• Differentiate guest types and handle them accordingly (reservations, walk-ins, VIPs, groups).
• Follow arrivals using prescribed procedures, update registration cards and handle changes.
• Handle guest requests, incidents and/or thefts promptly, within 20 minutes.
• Record matters in Nuvola or hotel communication system and forward feedback.
• Maintain guest privacy and confidentiality per standards.
• Adhere to procedures and policy standards at all times.
• Ensure front desk supplies are stocked and par stock is managed.
• Comply with hotel credit policy for various payment methods.
• Encourage up-selling to maximize room rates.
• Keep work areas clean and maintained.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Teamwork

Cash handling

Tools

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, dependent.
• 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