Job Responsibilities

Manage Day to Day Operations
• Assist Front Office Manager to carry out all business operational activities
• Resolve issues pertaining to guest's negative feedback and manages the complaint efficiently
• Conduct daily pre-shift
• Disseminate with clarity of all existing and new promotional packages.
• Collaborate closely with internal team and relevant departments to ensure seamless guest's experience.
• As and when necessary, support Front Desk with check in, check out and cashiering transactions.
• Manage Front Office operations according to organizational operating procedures, policies, and service standards.
• Assist the execution of enhancement projects and new processes and follow-through with detailed evaluation.
• Review manpower allocation for front office operations.
• Identify and resolve deviations and irregularities related to front office operations.
• Conduct regular audits and inspections with detailed report to relevant department.

Lead Service and Operational Excellence
• Conduct service audit to ensure Service Quality Standards are met.
• Innovate new ideas to enhance guest experience and revenue generation.
• Manage guest experience consistently according to MBS service standards, brand attributes and compliance.
• Be directly involved in any service enhancement or review of service measurement index such as Net Promoter Score (NPS), this includes the action plan and follow through to improve the score.
• Respond, resolve, and review guest comments, requests, and complaints in a timely and professional manner.

Manage Operational Risks
• Implement Marina Bay Sands Workplace Safety and Health Policy practices
• Ensure that all TMs are complying to all MBS policies and guidelines.
• Report any work incidents; may include vandalism, fight, fire, abuse, accidents, etc.
• Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department.
• Manage emergency situations.

Achieve Employee Engagement
• Be a Mentor to guide TM on their career and personal goals
• Establish learning and development plans and opportunities to enhance staff work performance.
• Ensure that all team members including self are well groomed as per company standard.
• Hold regular meetings to communicate departmental updates and review of operational standards
• Create a pleasant working environment that inspires the team and cultivate OneMBS culture.
• Review TMs performance and provide constructive feedback to achieve organizational goals.

Manage Documentation, Financial and report management
• Attend scheduled departmental meetings as required.
• Prepare scheduled reports as stipulated by management.
• Review systems and processes for workflow and productivity improvement.
• Contribute ideas and cooperate in the execution of on-going initiatives
• Implement sustainability programmes to drive organisational green initiatives.
• Perform any other duties and responsibilities as and when assigned by Management

Job Requirements

Education & Certification
• Diploma/Degree in hospitality or related field preferred

Experience
• Minimum 3-year experience in the same capacity

Other Prerequisites
• Strong leadership skills and ability to operate and successfully arbitrate in a complex international, multicultural environment
• Willing to work various shifts, including mornings, afternoons, and overnight, as well as on public holidays
• Proficient in the use of Property Management System and Microsoft Office applications
• Experience in preparing presentation materials
• Highly articulate of English, and any additional language is an advantage
• Outstanding guest relation and problem-solving skills
• Excellent, planning, execution, time management, organizational, communication and motivational skills
• Pays attention to details and have strong customer service skills
• Mature, meticulous, resourceful, organized, and able to work independently
• A team player and takes initiative to assist other Team Members when required
• Have impeccable follow-through; and "Can Do" attitude and mindset