Front Office Manager

Job description

WE TAKE YOU ABOVE BEYOND Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands. Job Responsibilities Operational Related • Attend briefing which is conducted by Front Desk Managers for Guest Service Agents at the start of each shift. • Manage respective Front Desk tower operations and supervise operations of all Front Office areas. • Work closely with Front Desk Managers to ensure guest’s requests and tasks are properly carried out. • Resolves issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction and communicate to Service Management for any necessary follow up. • As and when necessary, support Front Desk with check in, check out and cashiering transaction procedures. • Handle meet and greet of VIPs. • Work closely with Front Office Groups for all MICE group arrangements during arrival, stay and departure. • Communicates with Guest Relations to maintain room type inventory and house count status in order to maximize occupancy with minimal negative impact on the guests. • Be conversant with all facets of Front Office operations including fire safety and emergency related procedures. • Monitor activities in the hotel lobby and work with Security Department regarding suspicious characters, items or/and activities. Departmental Related • Lead the entire team towards the goal of service excellence. • Deputizes for the Hotel Manager in his/her absence as and when assigned. • Supervise and evaluate Team Members’ performance on a regular basis. • Recommends appointments, promotions and development of all Team Members. • Establishes, assess, conducts and maintains appropriate performance appraisals (in relevant areas) as according to agreed standards and take necessary action to communicate/advise/assist according to performance levels. • Be responsible for motivating, coaching and counseling of Team members appropriately and in ensuring their job skills are constantly being improved and developed to exceed guests’ expectations. • Ensures that all Front Office staff with guest contact responsibility is well-mannered and groomed as per company standard at all times. • Responds to guest comments, requests and complaints in a timely and professional manner. Take personal responsibility to resolve issues where necessary. • Be directly involved in any service enhancement activity or review and in the delivery and measurement of the Net Promoter Score (NPS), including following through of strategic planning to improve the score index. • Be conversant with all areas of the Front Office department including FIT, Group and VIP Services areas and scope of duties and can be assigned certain specialist areas to manage at any one time. • Maintains close liaison with all other Departments so as to have a good understanding of other Departments’ operational flow, thus ensuring seamless guest services throughout the hotel. • Works and maintains close liaison with all the respective Section Heads within Front Office Department, ensuring smooth operational flow within the department as in accordance to company standards. • Contributes ideas to and cooperates in the execution of strategic plan initiatives in support of the company vision, mission, value and guiding principles. • Perform any other duties and responsibilities as and when assigned by Executive Director and Associate Director of Hotel Operations. Job Requirements Education & Certification • Degree in Hotel Management or related field preferred Experience • Minimum 2 years Front Office Manager role for a large-scale hotel environment • Strong leadership skills and ability to operate and successfully arbitrate in a complex international, multicultural environment Other Prerequisites • Excellent guest relations and problem-solving skills • Good planning and execution skills with ability to be persistent while focusing on detail elements of tasks • Proven ability to recruit, motivate and direct a professional group of team members • Excellent time management, organizational, communication and motivational skills • Have impeccable follow-through • Meet the attendance guidelines of the job and adhere to departmental and company policies • Organize staffing effectively in the situation of sudden increases of business volume • Proficient in the use of Property Management System and Microsoft Office applications • Experience in preparing presentation materials • Candidates must have a good command of spoken and written English is essential • Pays attention to details and has 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 • Well-groomed and professional disposition • Willing to work flexible hours, any day and any shift in correlation with business demands Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.