Guest Excellence Assistant Manager

5 days ago

Singapore LAGUNA HOTEL HOLDINGS PTE. LTD. Full time
Roles & Responsibilities

Quality and Reputation Management

  • Develops methodologies, frameworks, and strategies aligned with guest excellence and Dusit's signature guest experience
  • Complies with quality standards for products and services in line with Dusit Brand and Operational Standards
  • Ensures all employees receive company's service quality training
  • Advises management on compliance issues and conducts quality-related activities including internal audits and validates quality processes to maintain standards
  • Champion the Guest Engagement Platform
  • Coordinates with management for guest expectations & satisfaction analysis to enhance service quality

Customer Experience (CX) Management

  • Strategic Collaboration: Fostering collaboration and innovation with relevant divisions to ensure proper execution of all CX activities and events
  • Event Planning and Quality Oversight: Manages and enhances hotel experiences by developing and executing signature activities and events focused on customer engagement and satisfaction. Maintains oversight of consistency and quality, ensuring programming is aligneds with brand's value, current trends and guest interests
  • Revenue Enhancement: Collaborates with respective division heads to drive revenue through innovative CX experiences and programming, aligned with broader business goals

Sustainability Management

  • Strategize and manage implementation of Tree of Life, focusing on maximizing net positive impact
  • Fosster collaborations among departments and between Dusit and external stakeholders to ensure effective execution of sustainability initiatives
  • Track sustainability performance and progress of "Tree of Life" in accordance with the relevance requirements and standards, and timeline administered by Corporate Sustainability and report to Corporate Office in a timely manner

Operational Brand Compliance

  • Monitors compliance of all brand signatures in hotel operations, including but not limited to music, scent, decoration, equipment and set-up of facilities and activities
  • Fosters collaboration with various teams in the hotel to make sure that physical brand compliance is met in all guest touchpoints
  • Liaise with Marketing to work on on-brand promotional materials for CX experiences and programming

Others

Operate as a key point of ocntact for the hotel on RPS, CX, Sustainability - Tree of Life:

  • Establish and maintain strong relationships with key stakeholders both internal and external on sustainability
  • Source local and international content and connect / collaborate with stakeholders to enhance guest experiences
  • Any other duties as assigned by the General Manager

JOB REQUIREMENTS

  • Minimum education of bachelor's degree in Hotel Management or relevant discipline
  • Minimum of 3-5 years in hotel operations or relevant equivalent field
  • Knowledgeable in hotel operations (e.g. Front Office, Executive Floor, Housekeeping, Food & Beverage, Events, etc.)
  • Have good English communication skills both in written and spoken
  • Exceptional communication, negotiation, and interpersonal skills, with a keen attention to detail
  • Strong leadership and team management skills with the ability to inspire and motivate a diverse team to achieve excellence
  • Creative mindset with a passion for innovation and a commitment to delivering memorable guest experiences
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously
Tell employers what skills you have

Negotiation
Front Office
Sustainability Management
Management Skills
Sustainability
Customer Experience
Quality Management
Interpersonal Skills
Customer Engagement
Reputation Management
Event Planning
Compliance
Attention to Detail
Team Management
Audits
Hotel Management

  • Assistant Guest Relations Manager

    5 days ago

    Singapore CGTX PTE. LTD. Full time

    Roles & ResponsibilitiesAbout C.O.T.U:C.O.T.U (Centre Of The Universe) is a premier lifestyle and entertainment venue located on the 38th and 39th floors of CapitaGreen. Spanning 18,000 square feet with stunning city skyline views, C.O.T.U features five unique concepts: Dashi Skypool, Enso steakhouse with Japanese flair, The Whisper Room cocktail bar, Little...

  • Assistant Guest Services Manager

    3 weeks ago

    Singapore SHUN TAK REAL ESTATE (SINGAPORE) PTE. LTD. Full time

    Roles & ResponsibilitiesJob HighlightsDynamic work environment Open and collaborative cultureInspired 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...

  • Assistant Guest Relations Manager

    3 weeks ago

    Singapore LIBERTE HR SERVICES PTE. LTD. Full time

    Roles & ResponsibilitiesLiberte HR is partnered with an international 5-star hotel located in the heart of Orchard Road.They are searching for an Assistant Guest Experience Manager to elevate their customer's overall experience for their time booked with the hotel. The role is responsible to ensure guest satisfaction throughout their stay, address any...

  • Assistant Guest Relations Manager

    3 weeks ago

    Singapore LIBERTE HR SERVICES PTE. LTD. Full time

    Roles & ResponsibilitiesLiberte HR is partnered with an international 5-star hotel located in the heart of Orchard Road.They are searching for an Assistant Guest Experience Manager to elevate their customer's overall experience for their time booked with the hotel. The role is responsible to ensure guest satisfaction throughout their stay, address any...

  • Guest Experience Manager

    3 weeks ago

    Singapore GRAND HYATT SINGAPORE Full time

    Roles & ResponsibilitiesJoin our team as a Guest Experience Manager, where you will not only be at the forefront of ensuring the seamless daily operations of the Guest Experience team, including the Concierge and Belldesk team but you will also play a pivotal role in building up and managing a new operational team within the front office environment. Align...

  • Guest Experience Manager

    3 weeks ago

    Singapore GRAND HYATT SINGAPORE Full time

    Roles & ResponsibilitiesJoin our team as a Guest Experience Manager, where you will not only be at the forefront of ensuring the seamless daily operations of the Guest Experience team, including the Concierge and Belldesk team but you will also play a pivotal role in building up and managing a new operational team within the front office environment. Align...

  • Guest Relations Assistant Manager

    3 weeks ago

    Singapore OUE RESTAURANTS PTE. LTD. Full time

    Roles & ResponsibilitiesOUE Restaurants has launched an exciting nightlife and culinary destination and we are building a team of like-minded individuals who believe in creating experiences and meaningful connections (as much as we do).Located in the heart of the Central Business District of Singapore and perched at the roof-top of one of the city’s iconic...

  • Guest Relations Assistant Manager

    3 weeks ago

    Singapore OUE RESTAURANTS PTE. LTD. Full time

    Roles & ResponsibilitiesOUE Restaurants has launched an exciting nightlife and culinary destination and we are building a team of like-minded individuals who believe in creating experiences and meaningful connections (as much as we do).Located in the heart of the Central Business District of Singapore and perched at the roof-top of one of the city's iconic...

  • Senior/ Guest Service Assistant

    5 days ago

    Singapore FAR EAST HOSPITALITY MANAGEMENT (S) PTE. LTD. Full time

    Roles & ResponsibilitiesResponsibilitesWork closely with the Assistant Manager and provides courteous services to guests and responds efficiently and tactfully to guests' complaints, requests and enquiries. Liaise closely with Concierge, Reception, Bell Counter and Front Office Cashier on guests 'arrival and departure. Establish contacts with house guests...

  • Guest Services Assistant

    5 days ago

    Singapore TEHC LEISURE PTE. LTD. Full time

    Roles & ResponsibilitiesJOB OVERVIEW:We're looking for a Guest Services Associate to join our team at the new golf driving range in Joo Koon. You'll be the first point of contact, greeting customers, managing bookings, and ensuring a smooth experience. If you're friendly, enthusiastic, and passionate about customer service with an interest in golf or sports,...

  • Senior / Guest Service Assistant

    3 weeks ago

    Singapore VILLAGE HOTEL SENTOSA Full time

    Roles & ResponsibilitiesResponsibilities:Work closely with the Assistant Manager and priovided courteous services to guests and responds efficiently and tactfully to guests' complaints, requests and enquiries Liaise closely with Concierge, Reception and Front Office cashier on guests' arrivals and departures Establish contacts with house guests/ long...

  • Senior / Guest Service Assistant

    3 weeks ago

    Singapore VILLAGE HOTEL SENTOSA Full time

    Roles & ResponsibilitiesResponsibilities: Work closely with the Assistant Manager and priovided courteous services to guests and responds efficiently and tactfully to guests' complaints, requests and enquiries Liaise closely with Concierge, Reception and Front Office cashier on guests' arrivals and departures Establish contacts with house guests/ long...

  • Senior Guest Service Assistant

    5 days ago

    Singapore VILLAGE HOTEL CHANGI Full time

    Roles & ResponsibilitiesResponsibilites:Work closely with the Assistant Manager and provide courteous services to guests and responds efficiently and tactfully to guests' complaints, requests and enquiries Liaise closely with Concierge, Reception and Front Office cashier on guests' arrivals and departures Establish contacts with house guests/ long staying...

  • Senior / Guest Service Assistant

    3 weeks ago

    Singapore VILLAGE HOTEL KATONG Full time

    Roles & ResponsibilitiesResponsibilities:Create positive and memorable guests' experiences within the hotel lobby and reception area. Collaborate closely with the Assistant Manager to provide courteous and efficient services to guests. Responsively and tactfully address guest complaints, requests, and enquiries. Maintains comprehensive and accurate...

  • Assistant Manager, Guest Service

    3 weeks ago

    Singapore ASCOTT INTERNATIONAL MANAGEMENT PTE LTD Full time

    Roles & ResponsibilitiesResponsibilities· Manage the smooth operations of the department, such as delegating work, communicating goals and scheduling employees to ensure full coverage on the ground· Review and implement the standard operating procedures (SOPs) and corporate standard and guidelines, ensuring that the department adheres to them· Ensure...

  • Assistant Guest Services Manager

    3 weeks ago

    Singapore SHUN TAK REAL ESTATE (SINGAPORE) PTE. LTD. Full time

    Roles & ResponsibilitiesJob Highlights Dynamic work environment Open and collaborative cultureInspired 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...

  • Manager, Service Excellence

    3 weeks ago

    Singapore RESORTS WORLD AT SENTOSA PTE. LTD. Full time

    Roles & ResponsibilitiesPrimary Responsibilities:Analyze, determine and concur on in-house quality procedures, standards and specifications Assess guest requirements and ensure that guests' expectations are met Investigate and set standards for quality, health and safety Establish standards, procedures and systems to support the service and training...

  • Guest Service Officer

    3 weeks ago

    Singapore NSK HOTEL PTE. LTD. Full time

    Roles & ResponsibilitiesThe Guest Service Officer orientate and give assistance to guests, as well as providing necessary information. S/he reports directly to the Chef Concierge.Primary Responsibilities:Greet and welcome guests Assist guest with their luggage To ensure job assigned through HOTSOS is followed up timely Rooming the guests Assist the guest...

  • Guest Services Manager

    5 days ago

    Singapore NEW PARK PROPERTY PTE. LTD. Full time

    Roles & ResponsibilitiesThe Guest Services Manager oversees the daily Front Office operations, ensuring that the highest levels of hospitality and services are provided. He/she attends to guest incidents and handles all any guest related matters. Primary Responsibilities· Accommodates all guest needs and requests, anticipating guest needs, and creating...

  • Senior / Guest Service Assistant

    5 days ago

    Singapore OASIA RESORT SENTOSA Full time

    Roles & ResponsibilitiesResponsibilitiesWork closely with the Assistant Manager and priovided courteous services to guests and responds efficiently and tactfully to guests' complaints, requests and enquiries Liaise closely with Concierge, Reception and Front Office cashier on guests' arrivals and departures Establish contacts with house guests/ long...