Duty Management Professional

2 weeks ago

Singapore beBeeExcellence Full time
About this Role
We are seeking a highly skilled and experienced Service Excellence Manager to join our team. The successful candidate will be responsible for delivering exceptional service standards across all aspects of the hotel operation.
A Little about Your Day-to-Day
You will be expected to effectively manage and motivate a team of Guest Services Agents, providing coaching and feedback to enhance employee engagement and productivity. You will also be responsible for ensuring that all team members are adequately trained and equipped with the necessary tools to fulfill their job duties.
Benefits
The successful candidate will receive a comprehensive benefits package including
  • Birthday Leave
  • Flexi-benefit
  • Insurance Coverage
  • Learning and Development Opportunities within the organization
  • Employee Rate across hotels worldwide
  • Duty Meal
Job Responsibilities
The key responsibilities of this role include:
Staff Management:
  • Provide mentoring to Guest Services Agents, offering coaching and regular feedback to manage conflicts and enhance employee engagement.
  • Ensure team members are adequately trained and equipped with the necessary tools to fulfill their job duties.
Team Collaboration and Communication:
  • Foster teamwork to ensure quality service through consistent communication and coordination.
  • Develop programs aimed at improving team member engagement, aligning with brand service behaviors.
  • Implement and monitor team member succession planning to ensure a robust and capable team for the future.
Guest Satisfaction:
  • Address guest complaints promptly and ensure corrective actions are taken to resolve issues and concerns.
  • Drive improvements in guest satisfaction goals by collaborating with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
  • Allocate time to interact with guests, solicit feedback, and build positive relationships.
Operational Standards:
  • Accountable for maintaining Standard Operating Procedures (SOPs) in accordance with Service Level Standards.
  • Perform any other ad-hoc duties as assigned by the Rooms Division Manager or Operations Manager.
  • This role plays a critical part in ensuring the smooth operation of the hotel, guaranteeing high levels of guest satisfaction and fostering a positive and engaged team environment.
What We Need From You
To succeed in this role, you will need:
  • A minimum of a Diploma or equivalent qualification, or a minimum of 2 years of relevant experience in the Hospitality Industry.
  • Proficiency in spoken and written English is essential.
  • Demonstrated excellence in communication, problem-solving, reasoning, and motivational skills.
  • Flexibility to work varying shift schedules, including nights, weekends, and holidays.

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