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Guest Services Manager

3 weeks ago

Singapore WORLDWIDE HOTELS MANAGEMENT (V) PTE. LTD. Full time

Ensure high guest satisfaction to build loyalty and return business
- Is responsible for the proper and efficient functioning of the Concierge and Bellhop activities
- Handles staff rostering for baggage and concierge department
- Trains, motivates and coaches staff
- Anticipating guest needs and requests, and creating memorable experiences through personalized service
- Responding to requests or complaints made by guests in professional and polite manner in order to guarantee guest satisfaction.
- Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a leader in displaying outstanding hospitality skills.
- Empowers team members to provide excellent guest service.
- Provides services that are above and beyond for guest satisfaction and retention.
- Maintain a strong relationship with all departments to support hotel operations and goals and to expedite the resolution of any problem that may arise through the general operations of the hotel.
- Regularly review and analyze guest feedback, conducting surveys and utilizing guest satisfaction metrics to drive improvements.
- Implementing procedures/guest recognition program, communicating and ensuring the process.
- Actively conduct and deliver training contents to constantly refresh the team members on the SOPs, service best practices and others.
- Continuously refine service standards and SOPs; communicate these to team members to ensure compliance.
- Maintain high visibility in public areas during peak hours.
- Coordinates and ensure smooth baggage and item delivery and collection for guest stay
- Brief department of any upcoming activities
- Handles activities taking place in the hotel and familiarizes with the VIP/group arrivals/departures, etc
- Ensure safety and hygiene in work areas
- Is familiar with all hotel emergency procedures

**Job Requirement**
- At least 2 years of experience in a similar capacity
- Well-groomed with excellent interpersonal and communication skills
- Positive work attitude, able to work independently and in a team