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Job Number 19128974
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton| Millenia Singapore| 7 Raffles Avenue|
Singapore| Singapore| Singapore
Brand The Ritz-Carlton
Schedule Full-time
Relocation? No
Position Type Management
Start Your Journey With Us
At more than 80 award-winning properties worldwide| The Ritz-Carlton Ladies
and Gentlemen create experiences so exceptional that long after a guest stays
with us| the experience stays with them. As the premier worldwide provider of
luxury experiences| we set the standard for rare and special luxury service
the world over. We invite you to explore The Ritz-Carlton.
JOB SUMMARY
Assists the Front Office Manager in administering front office functions and
supervising staff on a daily basis. Front office areas include Bell/Door
Staff| Switchboard and Guest Services/Front Desk. Position directs and works
with managers and employees to carry out procedures ensuring an efficient
check in and check out process. Ensures guest and employee satisfaction and
maximizes the financial performance of the department.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 2 years experience in the guest services| front
desk| or related professional area.
OR
• 2-year degree from an accredited university in Hotel and Restaurant
Management| Hospitality| Business Administration| or related major; no work
experience required.
CORE WORK ACTIVITIES
Supporting Management of Front Desk Team
• Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust| respect| and cooperation among team
members.
• Supervises and manages employees. Managing all day-to-day operations.
Understanding employee positions well enough to perform duties in employees|
absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open| collaborative relationships with employees.
Monitoring and Supporting Progress Toward Guest Services and Front Desk
Goals
• Manages day-to-day operations| ensuring the quality| standards and meeting
the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize| organize| and accomplish
your work.
• Handles complaints| settling disputes| and resolving grievances and
conflicts| or otherwise negotiating with others.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve
departmental service.
• Communicates a clear and consistent message regarding the Front Office goals
to produce desired results.
• Participates in the development and implementation of corrective action
plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses
on continuous improvement.
Ensuring Exceptional Customer Service
• Provides services that are above and beyond for customer satisfaction and
retention.
• Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback| and individual coaching when
needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of
product| service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service
levels.
Managing Projects and Policies
• Implements the customer recognition/service program| communicating and
ensuring the process.
• Ensures compliance with all Front Office policies| standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts
and rebates.
Additional Responsibilities
• Provides information to supervisors and co-workers by telephone| in written
form| e-mail| or in person.
• Analyzes information and evaluating results to choose the best solution and
solve problems.
• Informs and/or updates the executives| the peers and the subordinates on
relevant information in a timely manner.
• Functions in place of the Front Office Manager in his/her absence.
• Communicates critical information from pre- and post-convention meetings to
the Front Office staff.
• Participates in department meetings.
_The Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does
not discriminate on the basis of disability| veteran status or any other basis
protected under federal| state or local laws._
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