Assistant Front Office Manager - Worldwide Hotels - Hotel Mi Rochor (530 Rooms), Singapore
(2024-01 - 2025-06)
Directly report to General Manager
- Conducted employee recruitment, trained new hires and disciplined front office staff
- Develop and train staff to perform their function so as to prepare them for greater responsibilities
- Evaluate the job performance of front office staff and fill their appraisals
- Reviews all reports generated by all sections including night auditor reports
- Investigate complaints and response to guest with an explanation and apology
- Monitor closely guest's room folio high balance daily to prevent losses by the hotel
- Ensure all standard operating procedures are followed
Assistant Front Office Manager - Worldwide Hotels - Hotel Mi Bencoolen (342 Rooms), Singapore
(2023-06 - 2024-01)
Directly report to General Manager
- Conducted employee recruitment, trained new hires and disciplined front office staff
- Develop and train staff to perform their function so as to prepare them for greater responsibilities
- Evaluate the job performance of front office staff and fill their appraisals
- Reviews all reports generated by all sections including night auditor reports
- Investigate complaints and response to guest with an explanation and apology
- Monitor closely guest's room folio high balance daily to prevent losses by the hotel
- Ensure all standard operating procedures are followed
Duty Manager - Marriott Bonvoy - The Westin Singapore (305 Rooms), Singapore
(2022-07 - 2022-10)
Directly report to Front Office Manager
- Handle all complaints and oversees the full responsibility of the hotel
- Run night audit and prepare all reports for the management
- Updating of the DM's log entry, comm entry and report all unusual events to the higher management
- Supervise and oversees all duties performed by front desk staff
- Resolve complaints by conducting research of the situation and determining the most effective solutions
- Observe and monitor staff performance to make sure that company rules and procedures are being followed
- Monitor closely guest's room folio high balance daily to prevent losses by the hotel
- Ensure all front desk staff are fully conversant with hotel's facilities and services
- Meet VIP guest and major corporate clients upon arrival
- Ensure all cashier float, master keys and valuables are in order at all times
- Authorised room rate change, paid outs, rebates and cash advances on credit policy
- Check cleanliness of lobby and public areas, as well as front office staff in proper and orderly appearance
Duty Manager - Pan Pacific Hotels Group - PARKROYAL on Beach Road (346 Rooms), Singapore
(2019-05 - 2022-06)
Directly report to Front Office Manager
- Handle all complaints and oversees the full responsibility of the hotel
- Handle emergency and follow up to ensure guest safety
- Run night audit and prepare all reports for the management
- Updating of the DM's log entry, comm entry and report all unusual events to the higher management
- Supervise and oversees all duties performed by front desk staff
- Resolve complaints by conducting research of the situation and determining the most effective solutions
- Observe and monitor staff performance to make sure that company rules and procedures are being followed
- Monitor closely guest's room folio high balance daily to prevent losses by the hotel
- Arrange accommodation and transportation of overflow guests in case of full house situation
- Meet VIP guest and major corporate clients upon arrival
- Ensure all cashier float, master keys and valuables are in order at all times
- Authorised room rate change, paid outs, rebates and cash advances on credit policy
- Check cleanliness of lobby and public areas, as well as front office staff in proper and orderly appearance
Guest Services Manager - Pan Pacific Hotels Group - PARKROYAL COLLECTION Pickering (367 Rooms), Singapore
(2021-11 - 2022-01)
Deployment
Guest Services Manager - Park Hotel Group - Park Hotel Alexandra (442 Rooms), Singapore
(2018-05 - 2019-05)
Directly report to Front Office Manager
- Handle all complaints and feedback on behalf of the management
- Response to hotel emergencies and evacuations
- Investigate complaints and response to guest with an explanation and apology
- Manages hotel room inventory on full house situation
- Oversees VIP guests and major corporate clients upon arrival
- Perform daily briefings and ensure they are communicated effectively and efficiently with staff
- Ensure all cashier float, master keys and valuables are in order at all times
- Authorised room rate change, paid outs, rebates and cash advances on credit policy
Duty Manager - Accor Group - Novotel Singapore Clarke Quay (403 Rooms), Singapore
(2015-07 - 2018-05)
Directly report to Front Office Manager
- Troubleshoot all guest issues and problems
- Update Duty Manager's log entry and resolve by conducting proper research
- Investigate all guest and employee accident and report to the higher management
- Provide a high level of guest service recovery and handle operational challenges
- Ensure all cashier float, master keys and valuables are in order at all times
- Authorised room rate change, paid outs, rebates and cash advances on credit policy
- Response to hotel emergencies and evacuations
- Oversees VIP guests and major corporate clients upon arrival
