Build Your Future in Hospitality

This role reports to the Front Office Manager

Job Responsibilities

• Responsible for the overall smooth operations of Front Office functions i.e. Reception, Concierge, Communications and the Club Lounge.
• Acts as the key contact for any guest issue or Hotel emergency in the absence of the Senior Management Team.
• Handles all guest complaints and feedback in a professional manner.
• Ensures all reception and cashiering procedures are performed in accordance with established standards and procedures of the Hotel.
• Provides leadership and support to the team through guidance and training.
• Leads by example and fosters a positive work culture that encourages teamwork, accountability and excellence.
• Attends daily internal operations meeting in the absence of Front Office Manager.
• Reviews guest preferences and feedback to the Management.
• Keeps abreast of market practices and recommends new suitable work processes for better efficiency and productivity.
• Drives and promotes Front Office’s goals and initiatives such as Upselling goals, Trip Advisor ranking etc.
• Develops and implements strategies to enhance guest satisfaction and loyalty.
• Conducts regular performance evaluation and provides feedback to team members to ensure each team member is on the right direction.
• Participates in recruitment and onboarding processes for new staff members.
• Assists with budgeting, financial reporting, and cost control measures.
• Conducts regular checks to ensure the service standards of Front Office staff are in compliance with Hotel’s stipulated standards.
• Conducts regular team meetings and training sessions to communicate updates, share best practices and address any issues.
• Demonstrates strong leadership, communication and problem-solving skills to effectively manage the Front Office Team.
• Upholds the Carlton City Hotel’s brand standards and values and ensures consistency in service delivery.
• Ensures that the Front Office complies with all regulatory requirements, including health, safety, and Ministry of Manpower (MOM) laws.
• Performs any other job tasks assigned by Management.

Requirements

1. Good communication and customer service skills
2. At least 2 - 4 years of experience in the Duty Manager role.
3. Diploma in Hotel Management and/or Diploma in Tourism Studies preferred
4. Possesses excellent knowledge on Opera system
5. Trained in fire evacuation and emergency procedures
6. Certified AED and First Aider
7. Proficient in MS Word, Excel and PowerPoint applications
8. Basic foundation of F&B service operations knowledge preferred
   
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This role reports to the Director of Sales 

Job Responsibilities

• Provide administrative and clerical support to the sales team to ensure efficient daily operations
• File reports, handle phone calls, respond to customer enquiries, and reply to emails promptly
• Conduct site inspections in the absence of the Sales Manager to assess event and room setups
• Follow up on group rooming lists, track cut-off dates, and prepare proforma invoices accurately
• Prepare corporate rate letters, proposals, and contracts to support sales agreements
• Coordinate functions and activities with other hotel departments to ensure seamless event execution
• Arrange transfers for corporate groups and prepare welcome letters for long-stay guests and ad hoc groups
• Assist in processing FIT reservations and prepare confirmation letters for group bookings when needed
• Generate and maintain an up-to-date client database to support sales outreach and tracking
• Manage the flow of information and correspondence related to the Sales and Marketing Department internally and externally
• Perform other duties as assigned by hotel management to support departmental goals

Requirements

• Minimum 1–2 years’ experience in a similar role within the hotel industry
• Excellent oral and written communication skills to interact effectively with clients and team members
• Strong computer skills to manage databases, correspondence, and documentation
• Ability to adapt to a fast-paced environment and meet tight deadlines consistently

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Role

The Assistant HR & Training Manager reports to Director of HR and will be involved in the day-to-day HR & Training Operations.

Responsibilities

• Full spectrum of HR and Training, including talent acquisition, employee engagement, performance management, learning & development, succession planning, compensation and benefits, HR information systems and HR data & analytics.
• Ensure compliance of local employment regulations and Company policies
• Work closely with the Director of HR and Heads of Departments on annual budget cycles including salary and bonus review, performance management and training budget.
• Work closely with the Director of HR and Heads of Departments on structured training plans and to maximize the take up of government funded courses
• On-boarding (including Orientation) and off-boarding processes
• Submit and manage work pass applications, renewals, cancellations and appeals
• Administer employee confirmation, contract renewal, re-employment, employment certification letters, conduct reference checks
• Maintain and update p-files
• Work with the team in payroll processing
• Check overtime and attendance
• Manage HRIS and training records
• Manage and control employee benefits utilization such as leave, medical benefits as per HR policies
• Submit/report government related claims such as Work Injury, SkillsFuture
• Conduct OJT with the Departmental Trainers
• Conduct soft skills training for the operational staff
• Able to conduct stand-up training in a classroom environment
• Canteen Management
• Locker Management
• Reports
• Submit for various national and international awards
• Coordinate and submit various audits such as bizSafe
• Host employee related events and celebrations such as Annual Staff Dinner & Dance, Town Hall Meetings
• Improve on current processes and implement new processes and procedures
• Handle all other HR & Training matters and administration tasks as assigned by the Director of HR

Requirements

• At least a degree in HR or equivalent
• ACTA certified (preferred)
• Minimum 2 years of relevant experience
• Experience in the hospitality sector
• Strong interpersonal and communication skills
• Independent and meticulous
• Working knowledge of Timesoft (HR System) and eCirtrix (Time Management System)
• Proficient in MS Office skills and an advanced user of Excel

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Reports to

Executive Housekeeper

Job Responsibilities

• Ensures that all guestrooms, public areas, service areas and back-of-house areas are cleaned, presented and supplied consistently in accordance with the hotel's approved quality standards, standard operating procedures and expectations.
• Maintains a strong and visible focus on room quality, cleanliness, presentation, functionality and attention to detail, taking immediate corrective action whenever standards are not achieved.
• Conducts and documents daily inspections of cleaned guestrooms, occupied rooms where appropriate, vacant rooms, arrival rooms, service areas and public areas to verify that required standards are consistently met.
• Carries out regular unannounced spot checks of guestrooms and Room Attendants' work, records the findings, identifies recurring trends and provides timely coaching or retraining where required.
• Ensures that rooms are released for guest occupancy only after all cleanliness, presentation, amenities and maintenance requirements have been checked and found satisfactory.
• Coordinates closely with Engineering on the guestrooms Preventive Maintenance Programme (PPM), including room access, scheduling, defect identification and the timely return of rooms to inventory.
• Inspects guestrooms following PPM or repair work to confirm that maintenance has been completed satisfactorily, the room has been thoroughly cleaned, and all quality standards have been restored before release.
• Raises, monitors and follows up all housekeeping and room-related maintenance work orders through to completion; escalates overdue, recurring or guest-impacting defects to the Executive Housekeeper and Engineering.
• Analyses inspection scores, spot-check findings, guest feedback and recurring defects, and implements corrective action plans to improve room quality and prevent recurrence.
• Plans, coordinates and administers guestroom and public-area operations, ensuring effective deployment of associates and completion of assigned work.
• Supervises the performance of Room Attendants and other housekeeping associates, correcting deficient conditions, conduct and work practices through coaching, training and appropriate follow-up.
• Handles associate grievances and disciplinary matters and provides counselling in accordance with hotel policies and procedures.
• Ensures that an effective pest-control programme is maintained throughout the hotel and that any evidence of pest activity is reported and followed up promptly.
• Safeguards housekeeping equipment and ensures that trolleys, pantries, linen rooms and storage areas are clean, properly arranged, safely maintained and regularly checked.
• Assists in overseeing the maintenance of plants, gardening, landscaping and floral arrangements throughout the hotel.
• Maintains a high level of guest service and ensures a prompt, professional and appropriate response to all guest requests and quality concerns.
• Conducts performance appraisal reviews for housekeeping associates and provides clear guidance, feedback and development support.
• Prepares accurate operational, inspection, PPM, defect and quality reports for review by the Executive Housekeeper.

Requirements

• Minimum 2 years’ experience in a similar job role preferably in a hotel
• Proficient in MS Office applications
• Strong team player
• Possesses good communication and leadership skills
• Secondary education or equivalent

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