Senior Manager - Front Office

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 Oversee and assist in ensuring that the overall operations at the lobby and Front Desk counters are effectively managed. Be conversant in the scope and roles of Group Operations and the sections within Front Office including Front Office Room Controller, VIP Services, Front Office Account, Front Office Night Audit and Front Office Training. Take personal responsibility to resolve and respond to guest comments, requests and challenges in a timely and professional manner and communicate with Service Management for any necessary follow-up to maximize guest satisfaction Be conversant of the operational flow of the various Hotel Operations departments to ensure seamless coordination of the guest service touchpoints across the hotel. Collaborate closely with departments to ensure that quality standards are consistently met or exceeded in accordance with company guidelines and recognized external benchmark and legal requirements. Regularly review Work Safety and Health measures to ensure alignment with government advisory and liaise with Legal and all stakeholders to make the necessary changes as and when required. Ensure that the grooming standards of the Team Members are in accordance with the Hotel Operations established grooming guidelines. Departmental Related Oversee the Front Office Managers and deputizes for the Hotel Manager in his/her absence as and when assigned. Provide supervision, direction and leadership to the Team Members in Front Office and Group Operations. Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and team member satisfaction. Works with department Training Manager in developing and executing training needs for all areas and ensuring that the service standards are delivered in accordance with Forbes Travel Guide standards. Recommends appointments, promotions and development of all Team Members. Establishes, assesses, conducts and maintains appropriate performance appraisals for Team Members according to agreed standards and takes necessary action to communicate/advise/assist according to performance levels. Responsible for motivating, coaching and counseling Team members appropriately and in ensuring their job skills are constantly being improved and developed to exceed guests’ expectations. Prepares and presents the monthly Hotel Performance Review for the department Works with the Hotel Manager in preparing the yearly budget including identifying opportunities to maximise the profitability of the department by increasing upsell revenue, managing labour productivity and operating expenses. Be directly involved in any service enhancement initiative and in the delivery and measurement of the Net Promoter Score (NPS), including following strategic planning to improve the score index. Contributes ideas to and cooperates in the execution of strategic plan initiatives in support of the company vision, mission, value and guiding principles. Ensures that the Property Management System is being used as intended and conduct audits from time to time. This is to ensure that data capture is accurate. Conduct regular departmental meetings and attend scheduled inter-departmental meetings, ensuring that relevant information is disseminated as required. Perform any other duties and responsibilities as and when assigned by Assistance Vice President, Hotel Operations and Hotel Manager. Job Requirements Education & Certification Degree in Hotel Management or related field preferred Experience Minimum 4 years managing a Front Office department of a large upscale hotel. 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 Have a good command of spoken and written English, knowledge of additional languages is an advantage. Good planning and execution skills with ability to be persistent while focusing on detailed 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 Pay 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 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.