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Guest Experience Manager
3 weeks ago
Heritage Collection is a boutique hospitality group based in Singapore with a global footprint (properties in Singapore and New York). We have experienced tremendous growth since 2011 and we currently manage a portfolio exceeding 25 properties across Singapore and New York.
We are currently looking for a self-motivated individual with an outgoing personality and passion in customer service, to take on the role of Guest Experience Manager.
**Your Main Job Scope**:
- Build and enhance the Heritage brand with your bright and happy personality so as to attract new tenants and retain existing ones.
- (After proper training) Take charge of a sector and move between buildings to handle check-ins and check-outs - you must be fit and like being on the go You can clock as many as 30k steps in a day
- Develop and maintain positive relations with guests via regular and proactive communication. You will be expected to ask guests to provide you written feedback on your performance.
- Manage guest complaints and work to resolve them or provide feedback to Management
- Manage and schedule work order requests put in by tenants in a timely manner - you will work with our in-house technicians or outside vendors to address building maintenance concerns.
- Manage and supervise housekeepers and any external vendors
- Coordinate with guests for their weekly housekeeping
- Regularly inspect rooms (during housekeeping days) and common areas to ensure a high level of maintenance and proactively highlight issues that need to be addressed
- Analyze current SOPs and make recommendations to the Management to improve operating efficiency
- Manage supplies like paper goods and cleaning products and order these supplies on a timely manner
- Work with external vendors like laundry service providers to ensure operations are not disrupted
**Requirements and Qualifications**:
- At least a Diploma in hospitality preferred (Certified true copies of certificates must be presented)
- At least 1 year of experience in Hospitality work
- Shift Work, Off on Weekday or Weekend.
- 1-2 years of property management experience preferred.
- Demonstrated proficiency with Microsoft Office like Excel and Google suite of products like Google Mail, Sheets and Calendar.
- Ability to organize and coordinate work efficiently and to set priorities in a demanding work environment.
- Strong verbal and written communication skills.
- Strong interpersonal skills.
- High levels of integrity
- Ability to work independently and as a productive member of a team.
- Ability to work under pressure and meet deadlines.
- Willing to work on 6-day work week, weekend duties, work on public holiday and answer texts (eg guests complaints and enquiries) outside of normal office hours.
**Salary**: From $2,500.00 per month
Supplemental pay types:
- Performance bonus
**Education**:
- Local Polytechnic Diploma (preferred)
**Experience**:
- Hospitality: 1 year (preferred)
Work Location: One location
