This role reports to Front Office Manager.

Job Responsibilities

1.\tResponsible for the overall smooth operations of Front Office functions i.e. Reception, Concierge, Communications and the Club Lounge.

2.\tActs as the key contact for any guest issue or Hotel emergency in the absence of the Senior Management Team.

3.\tHandles all guest complaints and feedback in a professional manner, especially Japanese speaking guests to ensure their requests have been met to their satisfaction.

4.\tJoint sales calls with Sales Team to Japanese companies.

5.\tEnsures all reception and cashiering procedures are performed in accordance with established standards and procedures of the Hotel.

6.\tProvides leadership and support to the team through guidance and training.

7.\tLeads by example and fosters a positive work culture that encourages teamwork, accountability and excellence.

8.\tAttends daily internal operations meeting in the absence of Front Office Manager.

9.\tReviews guest preferences and feedback to the Management.

10.\tKeeps abreast of market practices and recommends new suitable work processes for better efficiency and productivity.

11.\tDrives and promotes Front Office's goals and initiatives such as Upselling goals, Trip Advisor ranking etc.

12.\tDevelops and implements strategies to enhance guest satisfaction and loyalty.

13.\tConducts regular performance evaluation and provides feedback to team members to ensure each team member is on the right direction.

14.\tParticipates in recruitment and onboarding processes for new staff members.

15.\tAssists with budgeting, financial reporting, and cost control measures.

16.\tConducts regular checks to ensure the service standards of Front Office staff are in compliance with Hotel's stipulated standards.

17.\tConducts regular team meetings and training sessions to communicate updates, share best practices and address any issues.

18.\tDemonstrates strong leadership, communication and problem-solving skills to effectively manage the Front Office Team.

19.\tUpholds the Carlton City Hotel's brand standards and values and ensures consistency in service delivery.

20.\tEnsures that the Front Office complies with all regulatory requirements, including health, safety, and Ministry of Manpower (MOM) laws.

21.\tResponsible to carry out any other duties and responsibilities as and when assigned by the Management.

Requirements

1.\tStrong interpersonal and communication skills

2.\tAt least 2 years of hospitality experience

3.\tDiploma in Hotel Management and/or Diploma in Tourism Studies preferred

4.\tPossesses excellent knowledge on Opera system\t

5.\tProficient in MS Word, Excel and PowerPoint applications

6.\tBasic foundation of F&B service operations knowledge preferred

7.\tAble to work on weekends/public holidays and 3 rotating shifts