Front Office Duty Lead — Guest Experience & Revenue

hh properties pte. ltd.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Aloft by Marriott Singapore Novena in Singapore is seeking a Front Office Supervisor to support the Director of Front Office and Assistant Front Office Manager in daily operations, guest arrivals, in-house stays and departures.

You will coach and monitor Front Office staff, ensure service standards, manage guest feedback, and uphold Marriott Bonvoy knowledge to deliver a personalized guest experience.

Responsibilities

• Assist the Director of Front Office and Assistant Front Office Manager in ensuring the smooth and efficient daily operation of the Front Office, from guest arrivals and in-house stays to departures.
• Supervise, coach, train and monitor the performance of Front Office associates to ensure all procedures and service standards are consistently met.
• Support associates in delivering a fun, friendly and personalised guest experience, while proactively identifying potential issues and taking appropriate action to resolve them.
• Maintain a strong working knowledge of the Marriott Bonvoy programme and ensure guests receive accurate information and the benefits associated with their membership.
• 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.

Job description

Aloft by Marriott Singapore Novena in Singapore is seeking a Front Office Supervisor to support the Director of Front Office and Assistant Front Office Manager in daily operations, guest arrivals, in-house stays and departures.

You will coach and monitor Front Office staff, ensure service standards, manage guest feedback, and uphold Marriott Bonvoy knowledge to deliver a personalized guest experience.