VIP Guest Services Concierge

Mondrian; Singapore; On-site; SGD 34,000 - 48,000; Full time

Job summary

Mondrian Singapore Duxton is seeking a Front Office Associate to ensure high-quality, personalised service for arriving and in-house guests. Under the guidance of the Front Office Manager, you will deliver an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

You will greet and check guests in, handle requests, differentiate guest types, and support smooth operations with accuracy and discretion.

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.

Responsibilities

• 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.

Skills

Customer service experience

Verbal & written English communication

Cash handling

Multitasking

Attention to detail

Calm under pressure

Office equipment

Flexible shifts

Local attractions knowledge

Physical stamina

Problem solving

Team player

Tools

Property Management Systems (PMS)

Cash register systems

Job description

Mondrian Singapore Duxton is seeking a Front Office Associate to ensure high-quality, personalised service for arriving and in-house guests. Under the guidance of the Front Office Manager, you will deliver an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

You will greet and check guests in, handle requests, differentiate guest types, and support smooth operations with accuracy and discretion.