Jaypee Francisco

• To ensure the overall coordination of the Front Office Operations and to assist all sections of the Front Office department.

•Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
• Responsible to keep all Front Office standards and procedures in line with the policies and procedures.
• Familiar with company policies and standards. Rooms and Guest Services policies and emergency procedures.

•Trained employees in essential job functions.
• To Ensure all staff on duty is at all times well- groomed and wears correct and complete uniform
• To ensure all staff are present at scheduled times in the appropriate sections and that there is always the minimum standard number on staff on duty in each section.
• To ensure the proper follow up of the room request and coordination with Housekeeping regarding the priorities in room cleaning.

• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolve satisfactorily.
• Promptly and actively obtains feedback from guest and inform the relevant departments the actions taken to rectify the feedback and to ensure guest satisfaction.

•Supervised and coordinated team to provide guidance and support and maximize performance.
• Assist the Front Office Management Team in efficiently managing the department consisting of Concierge, Front Desk and Room controlling according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
• Ensure to be familiar with the hotels room situation and in the city.
• Check on the status of room blocks and discrepancies, monitors and follow ups on expected check ins and check- outs, report and follow ups from the end of previous shift and night audit process carried out successfully.
• Ensure the strict control of room keys.
• Ensure the practice of the Andaz brand guidelines are followed through.
• Liaises and organizes with housekeeping that the established cleaning schedules for VIP’s in- house and arrivals area strictly adhered to.
• Coordinates all repair and maintenance and reports maintenance job orders through system.
• Understand rate structure and promotional rates available.
• Respond to customer survey results and ensure that the relevant changes are implemented.
• Ensure that Front Office colleagues work in a supportive and flexible manner with other sections and department.
• Works closely with other management personnel in supportive and flexible manner focusing on the overall success of the hotel and the satisfaction of hotel guest.
• Inspect the lobby, hotel public areas and back in the house taking corrective action where needed.
• Check and ensures smooth traffic flow at the hotel driveway.
• Ensure that all guest details are entered correctly in accordance with the principle of clean data.
• Ensure that all Front Office colleagues provide excellent service to internal customers as appropriate.
• Assist in greeting and checking- in VIP guests.
• Co- ordinate VIP movements with relevant departments as advised.

• Implemented new procedures to optimize workflow efficiency within the front desk team.

• Create an unforgettable experience for guests. Actively engage and interact with guest.

•Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

•Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Greet and welcome guests to ensure an unforgettable and lasting first impression.
• Create a vibrant and delightful lobby environment by bringing life and bold character to the space.
• Contribute ideas to enhance guest experiences and elevate guest satisfaction.
• Responsible for the accurate, courteous, and efficient check-in and check –out of hotel elite and non- elite guest.
• Handling duty roster and all e mails in a professional manner.
• Monitoring the customer guest satisfaction.
• Analyze and resolve problems while exercising good judgement

• Responsible for the accurate, courteous, and efficient check-in and check –out of hotel VIP guests.
• Meet and greet for VIP’s arrival and departure. Including in room check in
• Handling of VIP’s, elite members and wedding arrivals and departures. Proper protocol or procedures to follow. And proper monitoring of VIP’S flight information.
• Handling all e mails in a professional manner.
• Assign and block rooms for VIP’s, elite members, and weddings.
• Room to be inspected prior to the arrivals of VIP’s and elite members.
• Analyze and resolve problems while exercising good judgment.
• Monitoring of guest services executive during the entire shift.

•Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.

•Resolved customer complaints promptly and professionally to maintain satisfaction.

• Provides leadership and support to all members of the Front Office and enforces the hotel standards of excellence in all areas supervised.
• Ensure the accurate completion of the daily night audit in a timely fashion.
• Must be able to perform the full night audit if needed.
• Oversee preparation of daily summary reports.
• Aware and able to enforce all fire life -safety procedure.
• Report any suspicious persons, activities and/or hazardous conditions to the security department and/or the Front Office Manager.
• Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.
• Check accommodations, making sure any special request is carried out accordingly, greet guest upon arrival and ensure escort to accommodations if appropriate.
• Welcome guest to the hotel in friendly and helpful manner, ensure the public areas are kept clean and tidy.
• Always maintain a professional and high-quality service-oriented environment.
• Work cohesively with other departments and co-workers as part of a team.

• Create an unforgettable experience for guests
• Actively engage and interact with guest
• Greet and welcome guests to ensure an unforgettable and lasting first impression
• Create a vibrant and delightful lobby environment by bringing life and bold character to the space
• Contribute ideas to enhance guest experiences and elevate guest satisfaction
• Responsible for the accurate, courteous, and efficient check-in and check –out of hotel elite and non- elite guest
• Handling duty roster and all e mails in a professional manner
• Monitoring the customer guest satisfaction
• Monitoring of guest services executive during the entire shift
• Handling of elite members, guest with special occasions E.g:honeymoon, birthday, anniversary arrivals
• Assisting guest services executive for room set up decorations for special occasion’s arrivals E.g: honeymoon, birthday, and anniversary
• Prepares welcome cards for special occasions arrivals E.g: honeymoon, birthday and anniversary
• Analyze and resolve problems while exercising good judgement

• Responsible for the accurate, courteous, and efficient check-in and check –out of hotel VIP guests
• Meet and greet for VIP’s arrival and departure
• Including in room check in
• Handling of VIP’s, elite members and wedding arrivals and departures
• Proper protocol or procedures to follow
• And proper monitoring of VIP’S flight information
• Handling all e mails in a professional manner
• Assign and block rooms for VIP’s, elite members, and weddings
• Room to be inspected prior to the arrivals of VIP’s and elite members
• Analyze and resolve problems while exercising good judgment
• Monitoring of guest services executive during the entire shift.

• Provides leadership and support to all members of the Front Office and enforces the hotel standards of excellence in all areas supervised
• Ensure the accurate completion of the daily night audit in a timely fashion
• Must be able to perform the full night audit if needed
• Oversee preparation of daily summary reports
• Aware and able to enforce all fire life -safety procedure
• Report any suspicious persons, activities and/or hazardous conditions to the security department and/or the Front Office Manager
• Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety
• Check accommodations, making sure any special request is carried out accordingly, greet guest upon arrival and ensure escort to accommodations if appropriate
• Welcome guest to the hotel in friendly and helpful manner, ensure the public areas are kept clean and tidy
• Always maintain a professional and high-quality service-oriented environment
• Work cohesively with other departments and co-workers as part of a team.

•Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

• Meet and greet all guests and assists with registration.
• Ensures the strict control of room keys.
• Ensures that all company minimum brand standards have been implemented and the optional brand standards have been implemented where appropriate.
• Prepares welcome cards and keys for arrival FIT guests.
• Possess good knowledge of hotels and the tourism industry in Singapore.
• Works closely with other front office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Supports and embraces the spirits of we work through team.
• Verifies arrival and departure details, arrange luggage handling, transportation and other services requested by guests.
• Handles all e mails in a professional manner.
• Handles all guests and internal customer complaints and inquiries in a courteous and efficient manner, feedback guest complaints to Assistant Manager/ Duty Manager immediately.
• Maintains positive guest and colleague interactions with good working relationship.
• Ensures that guest history records are accurately maintained.

•Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.

• Responsible for the accurate, courteous, and efficient check-in and check –out of hotel guest.
• Processes all payments according to established hotel requirements, answer calls at the front desk and alerting hotel staff of VIP arrivals.
• Provide personalized, warmth and attentive service to guest, always ensuring that they have an enjoyable and smooth stay.
• Attend to guest needs in a calm and courteous manner.
• Handle guest inquiries and provide prompt responses and assistance.
• Promote positive relations with all individuals who came in contact.
• Maintain confidentiality of all guest information and pertinent hotel data.
• Be always an ambassador to the hotel, in and outside of one’s workplace.

• Prepare workstation at the start of shift and ensure all equipment’s and require work materials are in order.
• Responsible for the accurate, courteous, and efficient check-in and check –out of hotel guest.
• Handle room registration of arriving guest in accordance to the service quality review standards to achieve the optimal customer satisfaction.
• Handle room check out including regular check out and express check out.
• Handle gust challenges and feedback with escalation to higher management if necessary.
• Handle cashiering activities including deposit, paid outs and foreign currency exchange.
• Assign and block rooms for actual arrival of guest weather foreign independent traveler, guest from delayed flights from different airline in the absence of group coordinator or room reservation clerk.
• Assign room for house use and other in-house activities. Check booking and reservation regarding room allocation.
• Coordinate with housekeeping department for preparation of checked out rooms for immediate occupancy.
• Promote the different categories of guest rooms, F&B outlets. Offerings and provide assistance to make bookings if required.

• Improved management skills by participating in rigorous training programs and workshops.
• Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
• Gained knowledge of company policies, protocols and processes.
• Acted with integrity, honesty, and knowledge to promote culture of company.

• Front Office Operation
November- January 2005
• Banquet Operation
November- November 2004
• Blue Potato Pool Bar Restaurant
October- October 2004
• Ellenborough Market Café | Restaurant
July- August 2004