Front Desk Agent

Company Overview

The Mondrian Singapore hotel is uniquely positioned between the vibrant areas of Chinatown and the Central Business District. Located in Duxton Hill, one of Singapore's trendiest neighborhoods, the hotel is surrounded by artisan cafes, renowned dining venues, galleries, and independent shops.

Role Summary

Reporting to the Front Office Manager or authorized personnel, the Front Desk Agent is responsible for delivering exceptional service to both arriving and in-house guests. This role focuses on providing a personalized and engaging guest experience while maintaining the hotel's guest recognition program.

Key Responsibilities

• Warmly welcome, greet, and efficiently check-in guests.
• Accurately address guest requests and ensure appropriate follow-up and service.
• Handle different guest categories appropriately, including confirmed reservations, walk-ins, VIPs, and groups.
• Manage arrival procedures such as updating registration cards, handling special requests, rate adjustments, room changes, and account queries.
• Respond promptly to guest issues, accidents, or theft, maintaining a response time within 20 minutes, and log incidents in the internal communication system.
• Maintain and update the reception handover book and communicate guest feedback to the Manager on duty for resolution.
• Protect guest privacy by following confidentiality protocols in line with hotel standards.
• Adhere strictly to operational procedures and policy standards.
• Manage front desk inventory, ensuring supplies are stocked and reordered as needed.
• Follow the hotel's credit policies concerning various payment methods including cash, credit cards, vouchers, third-party payments, and foreign currency.
• Promote up-selling to maximize hotel revenue.
• Ensure the front desk work area is clean and maintained at all times.

Performance Traits

• Communicate authentically and sincerely.
• Maintain a fun, upbeat, and approachable demeanor.
• Show accountability by following through on commitments and responsibilities.
• Demonstrate innovation and openness to new ideas.
• Be detail-oriented and fully engaged in guest service at all times.

Qualifications and Skills

• Prior experience in customer service, preferably within hospitality.
• Fluency in written and spoken English.
• Experience with cash handling and computerized cash register systems.
• Strong multitasking ability and keen attention to detail.
• Remain composed and professional under pressure.
• Proficiency with standard office equipment such as computers, telephones, copiers, and fax machines.
• Basic computer literacy and familiarity with property management systems.
• Willingness to work flexible hours including weekends and holidays.
• Knowledge of local attractions and services is an advantage.
• Ability to stand for long periods and perform light lifting as required.
• Excellent problem-solving skills coupled with a customer-first approach.
• Collaborative team player with a positive mindset.