At Raffles, thoughtful service begins with knowing each guest as an individual. We are looking for a Front Office Manager to lead our Reception team, ensuring every arrival, stay and departure is handled with care, confidence and attention to detail.
- Lead the daily operations of Reception team ensuring guests receive prompt, personal service and that concerns are resolved effectively.
- Ensure returning and VIP guests are recognized, their preferences are kept up to date in ACDC, and their stays are prepared accordingly.
- Coach the team to deliver Raffles service standards, hotel procedures and LQA standards. Hold regular departmental meetings and maintain high standards of presentation and conduct.
- Oversee room availability, room types, inventory accuracy and rate categories. Use forecasts to plan staffing and support occupancy, revenue and average rate goals.
- Work closely with Housekeeping to uphold the “Room Ready on Arrival” policy and arrange rooms, amenities and special requests for guests.
- Partner with Finance on credit procedures and departmental budgets, and with other teams to promote the hotel’s facilities and services.
- Prepare effective work and holiday schedules based on forecast occupancy and group movements. Monitor departmental purchasing, quality and costs.
- Maintain the cleanliness and presentation of the lobby and front desk, and conduct checks of VIP rooms before arrival.
- Support the Director of Front Office, including approving upgrades and special amenities in their absence.
- Ensure the team follows occupational health and safety procedures.