Assistant Front Desk Manager (Duty Manager) - Conrad Singapore Orchard

Job Description - Assistant Front Desk Manager (Duty Manager) - Conrad Singapore Orchard (HOT0AHYZ)

Work Locations

Conrad Singapore Orchard
1 Cuscaden Rd
Singapore 249715

The Assistant Front Desk Manager is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role is responsible for the operation of all Front Desk operations, the Transportation team, Concierge, and telephone service centre.

What will I be doing?

1. Be available in the Front Desk area at all times to attend to matters, which require a decision to be made.
2. Monitor the conduct and performances of all Front Desk, Groups and Telephone staff at work and report findings to the head of the department concerned for follow up.
3. Monitor and ensure the cleanliness of the Front Desk area.
4. Assist and coach staff in dealing with special requests and complaints.
5. Ensure all house set up for the day’s arrivals are accurate and timely completed.
6. Be aware of VIPs arrivals and departures together with the Guest Experience team.
7. Ensure sufficient staffing at the desk to meet the activities for the day at the desk.
8. Ensure that all Guest complaints are handled promptly and completely.
9. Ensure new staff are coached and have proper buddy in their Job skills training period.
10. Recommend training opportunities and submit department monthly training schedule.
11. Ensure that all house rules and regulations are adhered to.
12. Assist the Front Desk Manager in conducting confirmation and yearly performance appraisal of staff.
13. Review Guest feedback from Stay Experience and any other forms of feedback with staff and take corrective measures with staff concerned.
14. Leverage on Artificial Intelligence (AI) / technology such as Kipsu, Stay Experience and Synergy to proactively meet customers’ needs while shape culture and processes for innovation and continuous improvement.
15. Ensure that the agreed standards of appearance and presentation are maintained at the Front Desk at all times.
16. Ensure Brand standards are adhered by all staff by conducting audit.
17. Demonstrate thorough knowledge of all credit procedures and ensure they are applied properly.
18. Offer current knowledge on all hotel products, services, policies, and emergency procedures.
19. Be aware of room availability and be ready to make decision for acceptance or refusal of lay-over business.
20. In charge of the hotel’s evening and night operation, representing the management.
21. Ensure the hotel’s night audit run daily and all public area are in order during the night.
22. Be part of the hotel CERT team in emergency cases.

As a support to Front Office, the Assistant Front Desk Manager is to lead the team on a daily basis, establishing a positive first impression for our guests. This role will foster a culture of success through strong leadership and team dynamic that enables an elevated guest experience.

What are we looking for?

1. At least 3 years of Front Office experience in the luxury hotel, leisure, and/or retail sector.
2. Current knowledge (proof of valid qualifications required) of health, safety, and security procedures.
3. Calm, efficient, and the ability to work well under pressure in different situations.
4. Excellent inter-personal and communication skills.
5. Proficiency with Microsoft Word, Excel, and Outlook computer programs.
6. A passion for delivering exceptional levels of Guest service.
7. Meticulous grooming and presentation.
8. Ability to work on your own or as part of a team.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!