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Intern, Guest Service

4 months ago

Singapur, Singapore Ascott International Management Pte Ltd Full time
Job Description

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 maximise room revenue
  • Assist in the checkins and checkouts 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 tourismrelated 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 analyse signs of potential security threat for appropriate followup
  • 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 analyse 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