Guest Services Manager

7 days ago


Singapore Capella Hotel Group Full time

Singapore, SGP
Salary
Full Time

Position Overview

Responsible for assisting every guest with Dining, Transportation, Entertainment, Events, Tours, Directions and any other needs.

The Role

A. Manage Operations

1. Maintain complete knowledge and understanding of Hotel's and Residence layout, appointments, amenities and locations, all service hours of operations

4. Perform concierge services such as arranging transportation, airline reservations and changes, golf, tennis, luggage repair, art sales or any special guest request

5. Collect guest preferences for all guests that have not already been collected by reservation and from the pre-arrival calls performed by The Living Room

6. Manage roster based on operational needs

B. Drive Service and Operational Excellence

1. Handle guest complaints by following the procedures and ensuring guest satisfaction

2. Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities.

3.Communicate pertinent guest information to designated departments/personnel (i.e., special requests)

C. Manage Operational Risks

1. Comply with quality assurance expectations and standards

D. Staff Training and Development

1. Ensure staff are trained to provide required service quality to all guests and visitors

Talent Profile

1. Minimum of 5 years' experience working in a luxury brand hotel in a Supervisory role

2. Proven work experience as a Guest Relations/Executive Lounge/Concierge Manager or similar role

3.Hands-on experience with Hotel Management software (PMS)



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