This role reports to the Front Office Manager.

Job Summary
Responsible for the overall operational efficiency and service delivery of Club Lounge and supports all other Front Office areas, including Reception and Concierge. This role oversees daily operations, VIP and Club guest experience, manpower planning, cost control, and team development. The incumbent will lead, train, motivate, and manage Front Office team members while serving as a positive role model and ensuring service excellence at all times.

Job Responsibilities

1. Provide timely, professional, and courteous check-in and check-out services in accordance with established hotel standards and procedures.

2. Ensure the smooth day-to-day operations of all Front Office sections, including Reception, Concierge, and the Carlton Club Lounge.

3. Supervise operations and forecast manpower requirements during peak periods, heavy arrivals, and departures.

4. Demonstrate flexibility by multi-tasking and supporting operations across Front Office sections when required.

5. Build and maintain strong rapport with VIP, Club, and repeat guests, proactively identifying, recording, and acting on guest preferences related to rooms, food & beverage, and personalized services.

6. Track and manage VIP and Club guests.

7. Work closely with the Concierge team to manage special guest arrangements, including honeymoon stays, anniversaries, birthdays, wedding proposals, and other celebratory occasions.

8. Train, supervise, motivate, and lead Club Lounge and Front Office team members, ensuring theypossess the necessary knowledge, skills, and service standards to perform their duties effectively.

9. Proactively engage guests to generate positive online reviews (e.g. TripAdvisor) and monitor feedback to identify service recovery and improvement opportunities.

10. Act as a role model by demonstrating professional conduct, service leadership, and compliance with hotel policies and procedures.

11. Attend daily operational briefings, internal operations meetings, and manpower planning meetings as required.

12. Manage and control Club Lounge expenses, including requisitions, inventory, and equipment, to meet operational requirements while maintaining cost efficiency.

13. Manage a pool of outsource and part-time staff and ensure they comply to the hotel standards are rostered only when required.

14. Monitor monthly Food & Beverage costs, Profit & Loss performance, and prepare daily and monthly operational, financial, and manpower reports as required.

15. Research, analyze, and implement new policies and procedures to enhance operational efficiency, service delivery, and guest satisfaction.

16. Work closely with other departments, including Food & Beverage, Housekeeping, and Engineering, to ensure Front Office and Club Lounge areas are fully operational and well-maintained.

17. Perform any other reasonable duties as assigned by Management.

Requirements

1. At least a Diploma holder.

2. With a minimum 2 years experience in the same capacity.

3. Good communication skills and demonstrate ability to interact with customers and employees.

4. Strong leadership abilities.

5. Good problem-solving skills and organizational abilities.

6. Proficient in MS Office (Word, Excel and PowerPoint).

7. CPR, AED, CERT, Food and Hygiene certified will be preferred.