Full-timeHotels & hospitality· Posted 31 Aug

Assistant Front Office Manager

Marriott InternationalApply on company site

Salary

Not stated by the company

When

Full-time hours

Where

TEShenton WayThe Westin Singapore, 12 Marina View, Asia Square Tower 2, Singapore 018961

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role supports the Front Office Manager in running daily front office operations at The Westin Singapore, covering Bell/Door Staff, Switchboard and Guest Services/Front Desk. You will supervise staff and work with managers and employees to keep check-in and check-out running smoothly while ensuring guest and employee satisfaction and supporting the department's financial performance. It suits someone with guest services or front desk experience who is ready to step into a supervisory position.

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What you'll do

Support the Front Office Manager in administering front office functions and supervising staff daily
Lead, influence and encourage team members, advocating sound financial and business decisions and leading by example
Build mutual trust, respect and cooperation among team members
Supervise and manage employees and day-to-day operations, and cover employee duties when they are absent
Ensure employee recognition happens on all shifts
Build and maintain open, collaborative relationships with employees
Manage daily operations to meet quality standards and customer expectations
Set goals and plans to prioritise, organise and complete work
Handle complaints, settle disputes and resolve grievances and conflicts
Work with the Front Office Manager to continually improve departmental service
Communicate Front Office goals clearly and consistently to achieve desired results
Take part in developing and implementing corrective action plans based on comment cards and guest satisfaction results
Emphasise guest satisfaction at departmental meetings and focus on continuous improvement
Provide service beyond expectations to drive customer satisfaction and retention
Coach individuals on guest needs, giving guidance and feedback
Serve as a role model and set a positive example for guest relations
Empower employees to deliver excellent customer service
Interact regularly with customers to gather feedback on product quality, service levels and satisfaction
Give employees feedback based on observed service behaviours
Handle guest problems and complaints effectively
Implement the customer recognition/service programme and ensure the process is followed
Ensure compliance with all Front Office policies, standards and procedures
Monitor adherence to credit policies and procedures to reduce bad debts and rebates
Share information with supervisors and co-workers by phone, written form, email or in person
Analyse information and evaluate results to choose the best solution and solve problems
Update executives, peers and subordinates on relevant information in a timely manner
Act in place of the Front Office Manager when he or she is absent
Communicate critical information from pre- and post-convention meetings to Front Office staff
Participate in department meetings

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Assistant Front Office Manager

About the role

What you'll do

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