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Executive, Guest Service

4 months ago

Singapur, Singapore Ascott International Management Pte Ltd Full time

Job Title: Front Office Operations Manager

Company: (Company Name)

  • Manage front office operations
  • Supervise team's delivery of guest services to ensure adherence to organisational standards and procedures
  • Coordinate daily front office activities to ensure operational efficiency
  • Plan resources and allocate work assignments to team members
  • Maintain accurate room status information
  • Handle irregularities related to the delivery of front office service
  • Supervise upselling procedures to maximize room revenue
  • Assist in the check-ins and check-outs of VIP guests and large groups
  • Supervise switchboard services and related call services
  • Drive service and operational excellence
  • Monitor and facilitate service responses to guests' requests to ensure timely and appropriate follow-up
  • Provide information and recommendations to guests on property's amenities, services, and tourism-related activities
  • Resolve guests' concerns and feedback to ensure guest satisfaction
  • Build rapport with guests to enhance service experience
  • Monitor guest satisfaction levels and feedback for service improvement
  • Propose improvements to enhance operational efficiency and guest experience
  • Implement innovation, improvement, and sustainability plans for continuous improvement
  • Act as a role model for service excellence to drive service culture
  • Manage operational risks
  • Monitor team's compliance with data protection regulation and organisational security procedures for guest registration and credit and cash transactions
  • Manage and scan crowd to identify and analyze signs of potential security threat for appropriate follow-up
  • Execute response and recovery actions during emergency situations
  • Implement loss and risk prevention policies and procedures
  • Manage human resources, finance, and report management
  • Verify and analyze operations reports and guest statistics for management updates
  • Identify training needs and implement training plans to enhance team capabilities
  • Provide coaching and feedback to improve team performance
  • Monitor team performance and provide feedback for improvement

Benefits:

  • Flexible benefits with comprehensive medical coverage for self and family
  • Training and development opportunities
  • Subsidized rates at Ascott serviced residences
  • Strong advocate of staff volunteerism
  • Wellness programs