Front Office Manager

Our World is Your Playground. A world-class lifestyle hotel in the heart of Orchard Road, where playfulness meets peak performance; creativity meets innovation; business meets sucess. At Pullman Singapore Orchard, we don't do ordinary. Pioneering and stylish, guests can push their boundaries in 326 guestrooms and suites, trend setting F&B outlets and immersive relaxtion zone; not to mention the happening lobby. Challenging the status quo, we are redefining hospitality with seamless, fun, cool and smart interactions.

As the Front Office Manager, he/she is responsible for guests experience and must ensure each guest receives the highest level of service and attention throughout their stay. He/she develops and implements departmental strategies and ensures implementation of the brand service strategy and brand initiatives. Ensures Front Office operations meet the brand’s standards, targets customer needs, drives employee satisfaction, focuses on growing revenues, and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver goods and services that meet or exceed the needs of the target guests of the brand and provides the owner of the business with return in investment. He/she is also responsible for the timely submission of monthly reports and budgets for Front Office Department.

Primary Responsibilities

Management & Leadership of the Front Office Team

• Be part and take an active role in the Associate of Rooms Divison Executives Singapore
• To ensure continuity in service delivery, demonstrates collaborative and encouraging leadership to support the team of Guest Services, Reception, Operator and Lobby Lounge
• Drives constant service and system improvement
• Identify and develop colleagues for growth management. Colleagues with performance issues will be coached and mentored
• Develop and execute the annual upsell strategy, achieve goals as set by management and co-operating with the Sales and Revenue team in promoting hotel sales and strategy
• Makes the necessary decisions to keep property moving toward achievement of goals.
• Ability to lead by example, believe in a strong team culture and set the scene for high performance.
• Prepare performance reports related to front office.
• Maintain close observation of daily house count.
• Monitor selling status of house daily, flash report, allowance etc
• Review daily front office work and activity reports generated by Night Audit.
• Review Manager Daily logs and Guest feedback forms on daily basis.
• Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Responsible for departmental monthly reports, forecasting, budget, P&L, labour cost and targets.
• Perform other duties as assigned

Drives exceptional guest service within Front Office

• Demonstrates and communicates keys drivers of guest satisfaction to employees for the brand’s target guests.
• Reviews guest feedback and ensures appropriate corrective action is taken.
• Creates an atmosphere in all Front Office areas that meets or exceeds guest expectations.
• Uses personal judgement and expertise to enhance the customer experience.
• Works to continually improve customer service by integrating obtained feedback and personal judgments into action plans.
• Ensures that colleagues understand expectations and parameters for Front Office duties.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Managing and conducting Human Resources activities
• Interviews and hires future colleagues.
• Ensure colleagues are treated fairly and equitably.
• Fosters colleagues’ commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Reviews colleagues’ satisfaction results by solicits colleagues’ feedback and exercise “open door policy”.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed accordingly to Standard Operating Procedures.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures

Improves quality of product and services

• Ensuring guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Pullman Singapore Orchard (LSOP) as well as Leading Quality Assurance (LQA) standards. Aim to achieve the scores and goals set by management.
• Adheres to Workplace Safety & Health (WHS) policies and procedures.

• Diploma or Degree from a school for Tourism & Hotel Management.
• Minimum 5 years’ relevant experience with at least 3 years at a management level.
• Excellent communication skills in English and ability to communicate in a second language.
• Knowledge of Opera (PMS) and POS

• Possess strong interpersonal skills.
• Understand and addresses guests and/or colleagues needs.
• Train and motivate colleagues
• Create and maintain a cohesive environment for the team
• Focus on service with an eye for detail and an approachable attitude.
• Work well under pressure, with the ability to analyse and resolve issues by exercising good judgment.
• Prioritise and organize work assignments and delegates work effectively.
• Self-motivated and show good initiative in a dynamic environment.
• Ensure security and confidentiality of guest and hotel information.
• Possess good computer and property management system skills.
• Embrace and responds to change effectively.