Description:

To establish Concorde Hotel Singapore brand positioning by reflecting the image of Concorde Hotel Singapore at all times and to perform the highest standard of service in compliance to Concorde Hotel Singapore style as to emphasize our need for consistency throughout.

1. Assists the Front Office Manager with the effective leadership and operational management of the Front Office to achieve planned business goals while maintaining brand and company standards for guest satisfaction, employee satisfaction and internal processes.
2. Handle the daily maintenance of the room inventory status to achieve optimal levels of revenues while maintaining high levels of guest satisfactions
3. Work in conjunction with Finance to maintain and minimize levels of account receivables
4. Report on a regular basis to the FOM (in the absence of the AFOM) on the performance of the Front Office against operations and human resources performance.  Analyze variances and monitor the impact of initiatives and corrective actions
5. Manage the training and development of Hosts with an eye toward maximum Host’s satisfaction, productivity and guest satisfaction
6. Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other Hosts
7. Ensure all guests are being treated in an efficient and courteous manner that complies with Concorde Hotel Singapore standard
8. Deal with problems and complaints received from guest and act upon immediately to ensure guest satisfaction
9. Responsible for the general appearance, tidiness and working order of area/equipment of the section within Front Office under his/her direct supervision
10. Co-ordinate the Front Office operations for Sections under his/her direct supervision, including Reception, Concierge, Bellman, Doorman and Operator to ensure guest service excellence and adherence to Concorde Hotel Singapore standards and procedures at all times
11. Contribute and actively participate and implement any activities to upgrade and improve service concept and operations
12. Operate the Department with Concorde Hotel Singapore policies as they are related to the ethical codes, standards of good business practice and local laws and regulations
13. Responsible for maintaining the quality of the product and ensure consistency in deliver and standards
14. Be well versed and knowledgeable of Concorde Hotel Standard Fire and Evacuation procedures as well as Health and Safety requirements in the Workplace.  Ensure Hosts are aware of their duty of care as determined by legislation and that they maintain completed familiarity
15. Inspect VIP rooms prior to arrival.  Meet and escort VIP guest(s) upon check-in
16. Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation, and related Hotel policies
17. Ensure that the Front Office Manager and General Manager are informed immediately of any emergency, major security or health & safety matters

Requirements:

• Hotel Diploma or equivalent
• 3 years’ experience as Duty Manager
• Full knowledge of Front Office
• Effective customer complaints handling skills
• Confident/outgoing/enthusiastic and cheerful
• Team player
• Excellent communication skills, bilingual in English and Chinese
• Only Singaporeans