Company Description
Sofitel Singapore City Centre, an iconic hotel which opens in October 2017 will form part of a mixed-use development at Tanjong Pagar Centre, a multi-billion dollar development, which will become Singapore’s tallest building at 290 meters set around landscaped parkland and direct MRT station access.
The 223-room Sofitel Singapore City Centre will offer chic designed rooms, 4 Food and Beverage options, a ballroom, and several meeting rooms, fitness and pool facilities.
Job Description
* All basic duties of a Guest Services Agent; check in, check out, guests’ inquiries.
* Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department.
* Effective supervision of all guest arrivals and departures, ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
* Supervise the Front Office operation and workflow to maximize guests’ satisfaction levels.
* Supervise and delegate duties to all Front Office team members.
* Responsible and accountable for maintaining the highest service standard of Front Office, and to generate team spirit and motivation in all ambassadors.
* Assist the Front Office Manager in monitoring the Front Office Associates and train them to ensure that guests receive prompt and courteous services.
* Check daily arrival list for VIPs and regular guests. Introduce hotel facilities and special services to guests and follow up on requests by guests promptly and efficiently.
* Encourage and motivate Guest Service Agents to up-sell in order to achieve the daily/monthly target set by Front Office Manager.
* Oversee the daily movement of guest activities and be able to resolve any minor guest complaints to establish an amicable relationship with guests, clients, and customers of the Hotel.
* Communicate with guests to get feedback, pay great attention to the guests’ comments, investigate and submit reports on guest comments.
* Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout their stay.
* Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
* Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.
Qualifications
* Previous experience in a similar role, 3 years, preferably within a 5 star luxury environment.
* Passion for high end hospitality with an absolute eye for detail.
* A demonstrated ability to build warm relationships and gain trust at all levels.
* Excellent listening and negotiation skills.
* Ability to lead, develop and mentor the Front Office team.
* Projects professional image at all times through personal presentation/interpersonal skills.
* Initiates contacts and establishes rapport easily.
* Organises time and work efficiently.
* Excellent verbal and written communication skills.
* Has the aptitude and willingness to undertake further development with Sofitel.
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