Hotel Service Excellence Manager

2 weeks ago

Singapore beBeeFrontOffice Full time $72,000 - $96,000
Job Description

The Front Office Supervisor plays a vital role in delivering exceptional guest experiences at our hotel.

This key position ensures seamless service delivery from pre-arrival to post-departure, guaranteeing a flawless impression and perception of our products and colleagues.

  • Delivers the entire guest journey, overseeing the process to ensure consistency and excellence.
  • Supervises Lobby Ambassadors to provide personalized arrival experiences for all guests, including a seamless check-in experience.
  • Ensures smooth running of the Lobby Operation team by performing tasks in adherence with our code of ethics.
  • Upholds impeccable service standards and individual performance aligned with our values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.
  • Maintains the Lobby operation team as a one-stop shop and information center for any guest-related matters.
  • Acts as host for main building outlets, facilitating communication and resolving issues efficiently.
  • Adheres to Work Safety and Health (WSH) policies and procedures, training direct reports and peers on WSH guidelines.
Key Responsibilities
  • Handles cashier and Lobby Operation Coordination duties, ensuring accurate execution of all cashiering and billing tasks.
  • Coordinates administrative tasks to ensure smooth lobby operations and completion of essential preparatory tasks prior to guests' arrivals.
  • Manages incident resolution, prioritizing guest satisfaction while maintaining our values and adhering to brand SOPs and LQA standards.
  • Executes the annual upsell strategy, achieving set goals and promoting inter-hotel sales and in-house facilities.
Requirements
  • Degree or diploma from a hospitality or related field.
  • Minimum 3 years of relevant experience, with at least 1 year at a supervisory level.
  • Excellent communication skills in English and ability to communicate in a second language.

Competencies:

  • Possesses strong interpersonal skills.
  • Contributes to the team, works punctually and effectively.
  • Ascertains and addresses guest/colleague needs.
  • Supervises, trains, and motivates individuals, creating a cohesive team.
  • Focuses on service with attention to detail and an approachable attitude.
  • Works well under pressure, analyzes and resolves problems, and exercises good judgment.
  • Prioritizes and organizes work assignments, delegates tasks effectively.
  • Self-motivates and shows initiative in a dynamic environment.
  • Ensures security and confidentiality of guest and hotel information.
  • Possesses good computer and property management system skills.
  • Flexible and able to adapt to change effectively.

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