Job Responsibilities
Front Office Operations and Rotation Exposure- Develop an intrinsic understanding of Front Office operations and the principles behind service excellence.
- Gain deep knowledge of Opera PMS and service standards through immersive learning and hands-on experience, ensuring you not only know the processes but understand the why behind every interaction.
- Build holistic knowledge through rotations across Concierge, Guest Services, Room Control, Front Office Accounts, Night Audit, Training, and Group Operations to build holistic knowledge.
- Work closely with cross-functional teams to understand how synergy creates exceptional experiences.
Supervisory and Managerial Exposure- Cultivate leadership capabilities and develop a deeper sense of operational ownership.
- Overseeing Front Office operations, ensuring every process reflects world-class standards and guest satisfaction.
- Conduct impactful pre-shift briefings that energize the team and align everyone toward shared goals.
- Collaborate across departments to ensure every touchpoint reflects harmony and service excellence.
- Review manpower allocation and overtime strategically to maintain efficiency and team well-being.
- Conduct regular audits and inspections, providing detailed insights that drive continuous improvement.
- Perform service audits to ensure every interaction meets Forbes Travel Guide standards and internal benchmarks for quality.
- Resolve guest concerns with empathy and efficiency, transforming negative feedback into memorable experiences.
- Recommend creative ideas that elevate guest experiences and unlock new revenue opportunities.
- Supervise the delivery of services so they reflect our brand attributes, core standards, and compliance requirements.
- Collect and update guest preferences, practices, and interests in OPERA to create accurate profiles that enable tailored experiences.
- Coach team members to strengthen skills and confidence, fostering a culture of continuous learning.
- Ensure compliance with workplace safety, hygiene, and data protection standards during daily operations.
- Champion sustainability initiatives and contribute ideas for operational efficiency and guest delight.
Specialization Phase- Deepen expertise and lead initiatives that shape the future of Front Office operations.
- Select your primary area of specialization - Front Desk, Group Operations, Room Control, Front Office Accounts, or Training - and become a trusted expert in your field. Your placement will be mutually agreed upon with the department to ensure alignment with your strengths and aspirations.
- Oversee operations and lead operational audits to ensure compliance with brand standards, safety, and data protection requirements.
- Drive departmental initiatives that enhance process improvement, synergy, efficiency, productivity, and service excellence.
- Manage budgets and resources strategically, ensuring operational performance aligns with organizational goals.
- Design and deliver impactful training programmes that empower a diverse workforce and build future leaders.
- Coach team members to strengthen skills and confidence, fostering a culture of continuous learning.
- Monitor service quality through audits and guest feedback, implementing action plans to improve NPS and Forbes standards.
- Introduce and implement creative solutions that elevate guest experiences and set new benchmarks for luxury hospitality.
- Champion sustainability initiatives and leverage technology to optimize workflows.
Development Outcomes
Operational Expertise
- Gain in-depth insights on end-to-end Front Office operations, including room control, billing, concierge services, and guest journey orchestration, with a strong foundation in Opera PMS and Forbes Travel Guide standards.
Leadership Skills
- Develop confidence in leading teams, conducting pre-shift briefings, managing manpower allocation, and driving service excellence through audits and continuous improvement initiatives.
Guest-Centric Mindset
- Learn to anticipate guest needs, personalize experiences through accurate profiling, and resolve concerns with empathy and efficiency - transforming challenges into memorable moments.
Business Acumen
- Gain exposure to budgeting, cost control, and resource optimization. Understand how data-driven decisions and strategic planning enhance operational performance and profitability.
Innovation and Process Enhancement
- Contribute creative ideas and lead initiatives that enhance efficiency and elevate luxury standards.
Job Requirements
Education & Certification
- Diploma or Degree undergraduate in your final year of study in any discipline; or a recent graduate
Experience
- Less than 2 years of working experience
Other Prerequisites
- Ambitious, forward-thinking, with leadership potential and a growth mindset
- Collaborative, confident, and thrive in dynamic team environments
- Curious and adaptable, with a desire to learn across diverse functions
- Driven by excellence and take pride in delivering exceptional service
