Front Office Manager - Novotel Living Singapore Orchard

NOVOTEL LIVING SINGAPORE ORCHARD

EXTENDED STAY APARTMENTS

Live in your own special world at Novotel Living.

We believe that quality time is about making everyday moments matter. Everything has been designed to enhance our guests’ life balance and sense of well-being. Disconnect from your busy life and make time to connect with family and friends. Novotel Living is the perfect spot for travellers and locals to live, work and play.

Novotel Living Singapore Orchard is located in the heart of Singapore’s iconic fashion district, Orchard Road, surrounded by the city’s best shopping, restaurants, bars and entertainment. A five-minute walk to Orchard MRT, and the UNESCO World Heritage Site Singapore Botanic Gardens is just a few minutes’ drive away.

The ideal accommodation for an extended stay in the city.

Job Purpose

This position is responsible for the supervision and management of the overall Front Office operations by ensuring that all sections of Front Office’s service standards delivery are maintained in accordance to the Serviced Apartments’ strategic plan and standard. Front Office responsibility includes bell counter.

Primary Responsibilities

Front Office Operation

• Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues
• Check that all Front Office and Bell Counter employees report to work punctually and are well groomed before each of their shift
• Conduct daily briefings and ensure that all pertinent information is well received by team members
• Ensure the efficient and effective operation of the Front Office and Bell Counter and that departmental standards and procedures set out are strictly adhered to
• Liaise with Sales Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
• Liaise with Finance Department to ensure that credit procedures are properly carried out
• Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue
• Coordinate and monitor major group movements, and ensure that action plans cover all areas of operations handling
• Makes courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards
• Handle all guest correspondences and ensure prompt follow-ups
• Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times

Team Management

• Interview, select and recruit Front Office and Bell Counter employees
• Identify and develop team members with potential
• Conduct performance review with the team
• Constantly monitor team members’ appearance, attitude and degree of professionalism
• Prepare detailed induction programs for new employees
• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
• Prepare roster and submit to Talent & Culture Department.
• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
• Be well versed in hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management
• Report for duty on time wearing clean and complete uniform at all times
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management of the Hotel
• To update Monthly Owner Slides (e.g. Sparkle guests, guest experiences etc.)
• Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.

• Bachelor's degree in Hospitality Management, Business Administration, or related field
• Minimum 3-5 years of experience in hotel front office operations, with at least 2 years in a supervisory or management role
• Proven leadership skills with the ability to motivate and develop team members
• Excellent communication and interpersonal skills, with a strong customer service orientation
• Proficiency in hotel management software and property management systems
• Strong problem-solving and decision-making abilities
• Solid financial management and budgeting skills
• In-depth knowledge of hotel operations and front office procedures
• Understanding of hospitality industry trends and best practices
• Ability to work flexible hours, including evenings, weekends, and holidays
• Additional certifications in hotel management are preferred
• Fluency in English; knowledge of other languages is a plus