Senior Attendant, Front Operation

• Experience: Prior experience in a 5-star hotel is an advantage
• Languages: * Fluent in English and Mandarin or Cantonese
• Ability to read Mandarin
• Proficiency in additional languages is a plus

Senior Attendant, Front Operations: Key Responsibilities

A Senior Attendant serves as a lead practitioner on the front lines, providing high-level service to guests while supporting the supervisory team in maintaining operational flow and technical accuracy.

• Arrival & Departure Management: Executing seamless check-in and check-out procedures for all guests, with a specific focus on high-priority and return visitors.
• Complex Service Recovery: Addressing and resolving guest concerns independently, utilizing empowerment guidelines to ensure no guest leaves dissatisfied.
• Personalized Concierge Support: Providing expert recommendations on local attractions, dining, and transportation, tailored to the specific needs of the guest.
• VIP Engagement: Coordinating with the Guest Relations team to verify that VIP amenities are delivered and that specific room preferences are met prior to arrival.

• PMS Lead User: Managing complex transactions in the Property Management System (e.g., Opera), including group check-ins, folio routing, and room rate adjustments.
• Revenue Generation: Actively driving the hotel’s upselling program by promoting room upgrades and hotel packages to increase the Average Daily Rate (ADR).
• Billing Integrity: Auditing guest folios for accuracy, managing the house bank, and ensuring all shift financial reports are balanced and submitted correctly.
• Credit Monitoring: Assisting the supervisor in monitoring high-balance accounts and ensuring proper credit authorization is maintained throughout a guest's stay.

• Peer Coaching: Acting as a mentor to junior Guest Service Agents, providing guidance on system shortcuts, brand service standards, and telephone etiquette.
• Lobby Presence: Supporting the Supervisor in monitoring the lobby flow, stepping in to assist at the desk or bell stand during high-volume periods.
• Room Inventory Coordination: Monitoring room status and communicating with Housekeeping to expedite room cleaning for early arrivals or special requests.
• Handover Accuracy: Ensuring all essential information is documented and relayed during shift handovers to maintain continuity of service.

• Standards Adherence: Modeling and enforcing the establishment’s grooming, uniform, and behavioral standards for the frontline team.
• Data Privacy: Ensuring the strict confidentiality of guest information in compliance with data protection regulations (e.g., PDPA).
• Emergency Response: Maintaining a thorough knowledge of emergency protocols, including fire evacuation, medical emergencies, and power failure procedures.
• Facility Maintenance: Reporting any defects or maintenance requirements in the lobby or guest rooms via the internal tracking system.
• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO
• Annual Bonus
• Medical Insurance
• Training Provided