Guest Services Manager

Roles & Responsibilities

Job Highlights

• Dynamic working 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

• Be responsible for the operations of the Guest Services Department (Front Desk, Concierge, Bell, Driveway, Communication Centre).
• 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.
• Assists the Director of Guest Experience to prepare and monitor the annual department operating budget with the focus on monthly expenses, wages, variances, preparing schedules, ordering, and inventory management.
• Ensure that the Department Operational Budget is strictly adhered to.
• Monitor service and Operation standards in the hotel.
• Be available and on duty during peak periods (frequently opening and closing the operation)
• Participate in the MOD schedule.
• 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.
• 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.
• To undertake any other reasonable task or request as directed by the management.

Requirements

• Ÿ Higher diploma or degree holder in Hospitality, Hotel Management or an equivalent qualification
• Ÿ Minimum of three years of previous experience in a front office managerial position in an established or luxury/upscale or boutique hotel.
• Ÿ Service-oriented, attentive to details and observant
• Ÿ Excellent oral and written communications skills
• Ÿ Good command of written and spoken English
• Ÿ Adaptable and outgoing with excellent interpersonal skill
• Ÿ Ability to work under pressure and be flexible as part of the pre-opening team
• Ÿ Passionate and enthusiastic with a positive 'can-do' attitude

Do the spirits of our Service Artisans - "Sharing, Inspiring, Dynamic and Engaging", sit well with your personal outlook and way of doing things? If so, you could be a great match for our new hotel Successful applicants will be contacted within six weeks. All personal data collected will be treated in strict confidence and be used for recruitment purposes only.

Tell employers what skills you have

Outlook
Front Office
Customer Relationship
Lifestyle
Housekeeping
Attentive
Inventory Management
Adaptable
Written Communications
Transportation
Opera
Customer Service
Hotel Management
Directing
Hospitality

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