Service Leader

1 week ago

Singapore Shangri-La Hotels Full time

At Shangri-La Singapore we are a heart-warming family. We share something powerful - our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.
Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.
We are looking for a Service Leader for Front Office, to join our team
The Service Leader is responsible for delivering exceptional guest experiences by ensuring smooth operations across the Front Desk and Guest Relations areas, in alignment with Shangri-La’s service standards, corporate programmes, and local initiatives.
**Key Responsibilities**:
General/Technical Knowledge
Understands operational systems of Front Desk, Rooms Controlling, and Guest Relations.
Familiar with Shangri-La’s standard operating policies and procedures.
Knowledge of corporate Rooms programmes and local initiatives.
People Management
Supervises Front Desk operations to maximize guest satisfaction.
Conducts training and daily shift briefings for Front Office team.
Coordinates with Front Office Trainer for task and refresher training.
Customer Loyalty
Ensures guest preferences are recorded and acted upon.
Drives customer delight through professional guest interactions.
Responds to guest feedback and ensures appropriate follow-up.
Operational Processes
Manages check-ins, check-outs, and cashiering functions efficiently.
Coordinates room assignments and group handling with relevant departments.
Maintains lobby standards and manages office supplies.
Safety & Security
Adheres to health, safety, and security procedures.
Maintains confidentiality of guest information.
Follows key control policies to ensure guest safety.
Environmental Responsibility
Supports environmental initiatives in the workplace.
Participates in community activities and programmes.
Corporate Social Responsibility
Engages in departmental CSR programmes with the local community.
**Key Requirements**:
Minimum 2 years’ working experience in hospitality/service-related industries in front office functions
Pleasant disposition with service mindset
To communicate with guests from diverse backgrounds for front office duties, fluency in English is essential. Other language skills, particularly Arabic/Mandarin, are also highly valued (e.g. translation for foreign language speaking calls/guests) and may enhance consideration for the role.

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