Front Office Manager

QT Hotels & Resorts is part of EVT, one of Australia and New Zealand’s leading experience companies. EVT encompasses Entertainment businesses that excite every sense, Ventures driven by a passion for new opportunities and Travel businesses that always feel local and authentic.

A collection of 10 hotels and resorts spanning Australia and New Zealand, each QT is linked by our signature service and commitment to quirk. And our people? With personalities as unique and extraordinary as each property, individuality is more than encouraged. What will you bring to the mix?

QT Singapore is our latest and one of the most exciting new openings in our company’s history. Our first venture into Asia, bringing the unique QT brand and world-class service standards to one of the world’s leading entertainment, dining, and travel destinations.

Aside from being involved from the ground up of what will be one of the most talked about new hotel openings in Singapore for 2024, we offer the following incentives to our staff:

• Market leading, competitive salary packages
• Unrivalled opportunities for development and growth
• Training and coaching from leading names in global hospitality leadership
• A commitment to employees that work-life balance is paramount to a successfully performing team

The Scope:

A Front Office Manager manages all aspects of the Front Office in accordance with hotel standards. Emphasis on assisting the management of operations with general support by monitoring Guest Satisfaction, Service Standards, Security, Employee activity, and Physical defects with a main focus on Front Office Operations.

Job Responsibilities:

Operations

• Monitor efficient and productivity levels in Front Office
• Ensure solid understanding of Our Target and drive with Front Office team
• Ensure implementation of on-day rate strategies
• Be aware of VIP and Group arrivals and departures and that all preparations are made for them
• Maintain a brief record of all incidents (guest or employee), findings (when on rounds), and all other relevant items pertaining to operation
• Manage the daily operations of the Front Office and assist with Reservations Departments
• Achieve a level of service quality that consistently meets and exceeds the expectations of guests and staff.

Leadership

• Exercise due diligence and role model the values and behavioral standards set by Management
• Ensure a high level of service is maintained with all staff understanding and implementing the Hotel's service values
• Support Rooms Division Manager in ensuring department targets and review for improvement including guest review/social media rating & positioning/upsell/membership enrolment etc.
• Look for new opportunities and optimize opportunities for improvement
• Manage the hotel complaint system
• Ability to anticipate problems and take effective action achieving resolution
• Proactively resolve guest requests and issues in a timely manner

Financial

• Maximize average room rate and occupancy through constant liaison with key departmental personnel and employees to ensure maximum rate and occupancy is achieved
• Be totally knowledgeable regarding current room rates and yield management strategies.
• Monitor adherence to all credit policies and procedures to reduce bad debts and rebates
• Be enabled in getting on-day rate strategies and maximize Total Revenue for the day

Administration

• Review daily activities which include daily forecast/target/issues or incidents regarding internal & external guests
• Review work processes for possible improvements and efficiency

Qualification

• Minimum Diploma or equivalent

Experience:

• Relevant experience in the same field for 4-7 years at a similar capacity or Senior Duty Manager

Key Competencies:

• Able to work under pressure and adaptable to changes
• Calm and patient in handling any tense situation with great disposition