Assistant Guest Services Manager
4 weeks ago
Job Highlights
- Dynamic work environment
- Open and collaborative culture
Inspired by Singapore’s culture, colours, and flavours, Artyzen Singapore represents a modern interpretation of the luxury lifestyle where your utmost comforts are met.
Centrally located in the heart of the city, Artyzen Singapore is just a stone’s throw from Orchard Road. Home to the 142-room luxury lifestyle accommodations, this iconic heritage landmark was once the sprawling tropical-garden mansion named “Marie Villa” by the great-grandson of Singapore’s well-known philanthropist, the late Mr Tan Tock Seng.
Responsibilities
- Responsible in leading the operations of the Guest Services Department (Front Desk, Concierge, Bell, Driveway, Communication Centre) in support of the Guest Services Manager.
- Ensure the guest journey from the moment of reservation till beyond checkout is in line with the Artyzen Hotels and Resorts experience. This includes the reservations, pre-arrival, and post arrival communication with the guest.
- Implement a consistent guest recognition program and ensure that all information gathered on the guests is correctly recorded in the guest profile and that this is updated regularly.
- Ensure that the Department Operational Budget is strictly adhered to.
- Monitor service and Operation standards in the hotel.
- Support Host needs in other departments based on the hotel priorities and anticipated business levels.
- Be available and on duty during peak periods (frequently opening and closing the operation)
- Conduct frequent and thorough room inspections in liaison with Housekeeping.
- Accept requests from guests regarding assistance with obtaining transportation, baggage handling, limousine transfer and local area knowledge.
- Establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Guest Services.
- Be personally and frequently verify that guest’s check-in / out are receiving the best possible service.
- Ensure the Guest Services Department meets quality and internal standards. Identify process improvements and best practices. Provide feedback and develop processes to improve the guest experience.
- Ensure corrective training is implemented based on the feedback received
- Maintain standards of guest service quality. Analyze response time to guest’s requests for items and maintenance requests and highlight any issues to the respective department head.
- Ensure that the Guest Services team projects a warm, professional and welcome image.
- Collaborate with Guest Services Manager in preparation of annual department operating budget: Monitor monthly expenses, with emphasis on wages, variances, assisting in preparing schedules, ordering, inventory management, and other administrative duties as needed.
- To undertake any other reasonable task or request as directed by the management.
Requirements
- Higher diploma or degree holder in Hospitality, Hotel Management or an equivalent qualification
- Minimum of two years of previous experience in a front office supervisory in an established or luxury/upscale or boutique hotel.
- managerial position, preferably from an international luxury hotel.
- Service-oriented, attentive to details and observant
- Excellent oral and written communications skills
- Good command of written and spoken English
- Adaptable and outgoing with excellent interpersonal skill
- Ability to work under pressure and be flexible.
- Passionate and enthusiastic with a positive ‘can-do’ attitude
Tell employers what skills you have
Front Office
Customer Relationship
Concierge Services
Property Management
Quality Assurance
Housekeeping
Property
Hospitality Management
Attentive
Inventory Management
Adaptable
Written Communications
Transportation
Cashiering
Customer Service
Service Excellence
Hotel Management
Service Delivery
Hospitality
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