Job Description

Company Description

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 success. 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 relaxation zone; not to happen the happening lobby. Challenging the status quo, we are redefining hospitality with seamless, fun, cool and smart interactions.



The Assistant Front Office Manager ensures Front Office operations meet the brand\xe2\x80\x99s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues, and maximizes the financial performance of the department.

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.

As an Assistant Front Office Manager, he/she is responsible for guests experience and ensures each guest receives the highest level of service and attention throughout his/her stay.

Primary Responsibilities

• Manages the front office team and oversees activities at front desk and guest services.
• Ensure consistent adherence of the team to the Hotel policies, procedures, and service standards in accordance to brand and service guidelines set by Accor.
• Ensure all guests receive prompt and personal recognition and resolve service issues, incidents or accidents as required.
• Responsible for checking daily shift audits, maintaining staffing needs, industry trends and delivers consistent quality customer service.
• Require to make objective decisions and handle any complaints and emergencies in a level-headed manner.
• Establish performance and development goals for team members.
• Responsible for the leadership and achievement of performance targets of Front Office.
• Recommend and execute improvements in hotel policies and Front Office operations where there are opportunities for improving services, maximizing revenue and profitability where possible without comprising quality standards.
• Serve as a role model to demonstrate appropriate behaviours
• Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results eg. TrustYou, RPS, Upselling.
• Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Be involved in reviews of repair and maintenance issues, and coordinate with Housekeeping and/or Engineering
• Involve in recruitment of new team members for Front Office.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Responsible and accountable for the front office\'s entire operations in the absence of the Front Office Manager.
• Manage department controllable expenses to achieve or exceed budgeted goals.
• Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel.
• Assist in safety and emergency training for all employees.
• Perform other duties as directed by the Management.

• Diploma or Degree from a school for Tourism & Hotel Management.
• Minimum 5 years\xe2\x80\x99 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.
• 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 analyze 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

AccorHotel