Profile

Job Title : Hotel Front Office Manager

Department : Front Office

Work Location : The Warehouse Hotel

The Warehouse Hotel sits along the Singapore River in a restored 1895 warehouse. Our curated, design - led rooms blend heritage with contemporary comfort, giving guest an experience grounded in culture and quiet luxury.

Job Summary

Responsible in ensuring hotel operations smooth running and satisfying hotel guests' needs through attending to their enquiries and providing solutions and good customer service. Identify operation gaps and improve hotel review ratings across all OTA, TripAdvisor and social media.

Duties and Responsibilities

Operations

• Improving on operations procedures.

• Managing a team of staff under Front Office and Housekeeping department.

• Ensuring smooth operations by preparing roster and arranging shift cover for last min leave/ medical leave.

• Checking all emails and OTA messages are being replied promptly within a day.

• Checking all payments are being charged for non-refundable bookings and cancellable bookings are being charged based on the cancellable policy.

• Checking no outstanding payments for in-house and check out guests.

• Ensuring accuracy of dailyreports.

• Providing training to newjoiners.

• Covering shift when necessary.

• Checking and monitor of inventory level.
. Preparing reports.

Customer Service

• Ensuring all guest's special request prior to check in and arrange accordingly.

• Listening and attending to guests concerns and complains and ensure their concerns/complains are being dealt with in the best amicable way.

• Checking on OTA reviews and follow up on the complains mentioned in the review to ensure no repeat of similar issue. Compliments the team if there are good reviews mentioning specific GRO/ Housekeeping.

• Bringing up online review ratings.

Housekeeping and Maintenance

• Checking of guest rooms before guest arrival.

• Ensuring good communication between Housekeeping and Front desk Department.

• Enhancing, improving and suggesting with GM on the overall hotel and hotel guest rooms experience.

Revenue Management

• Increasing ADR.

• Managing hotel room rates andallotments.

• Knowing OTAs and hotel ratesand promotions.

• Managing hotel expenses.

• Hitting monthly hotel revenuetarget.

• Assisting in collections of anyoutstanding payments.

Job Holder's specifications

• Possesses a Degree or Diploma in Hospitality or equivalent.

• Has at least 5 years of experience on managerial role or at least 6 years of front desk experience.

• Must possess integrity and drive.

• Must be highly independent andresourceful.

• Possess good communication andleadership skills.

• Able to correspond in writing with customers, suppliers and internal staff.

• Able to withstand work pressureand guests' demands.