15 Apr 2019

Apartment Floor Manager at Ole-Sereni

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The incumbent in this position is responsible for the satisfaction of Club & Apartment Guests throughout their stay at the hotel by ensuring that they receive personalized and dedicated service in addition to looking after apartment level to make sure everything is well-maintained and in good working order.


  • Diploma or Certificate in Front Office Operations or Higher qualification in Hotel Management.
  • Must be computer literate – working knowledge of office packages – word, excel.
  • Experience: A minimum of three (2) years experience in a similar position, additional language ability is a plus / Minimum of three (2) years experience with a noted Hotel/Brand.
  • Ability to work under pressure.
  • A passion for delivering exceptional levels of Guest service.


  • Communicate clearly and understand the predominant language(s) of our guests.
  • Work in a standing position for long periods of time (up to 6 hours).
  • Proficient in computer operations including hotel management system, word, excel & outlook.
  • Good people management skills.
  • Must be flexible and adaptable to change.
  • Demonstrate time management and organizational skills.
  • Must be internally motivated and detail oriented.
  • Must be able to work a flexible schedule including days, weekends and holidays.
  • Punctuality and regular and reliable attendance.
  • Honesty and Integrity.
  • Building teamwork.
  • Developing others/Motivating others/Planning/ organization/ Problem solving & decision making
  • Interpersonal skills; customer service orientation, communication skills.
  • Writing skills: able to write welcome letters and apologies to guests.
  • Listening & oral skills.


  • Plan, organize, and motivate Club Lounge/Apartment Floor agents to excel in delivering excellent service to all arrival guests.
  • Monitor monthly Food & Beverage cost and Profit and Loss expenses for the Club Lounge.
  • Ensure adequate staff coverage that meets the demand in the hotel.
  • Check the next day arrival report and ensure the guest history remarks and amenities are in place.
  • Meet all guests on arrival or during the course of their stay to ensure the requests and needs are met.
  • Assign Club rooms and inspects arrival VIPs room to ensure amenities have been placed in the rooms and any special requests are in place.
  • Guide, coach, counsel and evaluates the performance of Club Lounge/Apartment Floor agents.
  • Check attendance and punctuality Club Lounge/Apartment Floor agents.
  • Train, guide, coach and develop Club Lounge/Apartment Floor agents to handle day-to-day duties/tasks more efficiently.
  • Liaise closely with the Front Office Manager on any special events, VIPs arrival and ensure pertinent information and instructions/changes are disseminated.
  • Ensure the ambience, cleanliness and exclusivity at Club Lounge and Apartment Floor area is maintained at all times.
  • Forecast the next 7 Days Food & Beverage for Club Lounge and ensure sufficient staff coverage.
  • Attend to any VIPs complaints or comments/feedback.
  • Ensure to uphold a high level of safety precaution – Fire, Life, Health & Safety and HACCP at all times.
  • Ensure that all Guest supplies and amenities are offered and replenished to the required standards.
  • Inspect Apartment rooms to ensure that they are well maintained and everything is in good working order.
  • Maintain an active presence in the Club Lounge and Apartment level.
  • Check the weekly duty roster for Club Lounge department and ensure that there is adequate staff coverage to meet the demands of the hotel.
  • Write personalized welcome back cards for repeat Club guests.
  • Attend daily and weekly internal department or related meetings/briefings and share any information/interests.
  • Chairs Club Lounge/Apartment Floor agents meetings to enhance the level of service and resolve work issues.
  • Awareness and sensitivity to the concept of luxury and quality.

How to Apply

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