Guest Services Manager

Guest Services Manager (Duty Manager)
- JR-02830
- Rooms
- Full time
- Permanent
- Mandarin Oriental, Singapore

**GUEST SERVICES MANAGER (DUTY MANAGER)**

Mandarin Oriental, Singapore is looking for a Guest Services Manager to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Singapore is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay.

**About the job**

Based at the Mandarin Oriental, Singapore, the Guest Services Manager**is responsible for daily smooth operations within the Rooms Division, delivering exceptional guest experiences, and maintaining high service standards. The position reports directly to the Front Office Manager.

**As Guest Services Manager, you will be responsible for the following duties**:

- Attend to guest's requests and complaints
- Investigate complaints and address to the department concerned and response to guest with an appropriate explanation and apology
- Ensure LQE and CQE is delivered and a smooth and successful operation is carried out in these areas daily
- Coordinate with Front Office and Guest Services on VIP arrivals, walk-ins, groups and guests with special requests
- Coordinate with Engineering and Housekeeping to ensure that all rooms are ready for sale in the proper condition
- Coordinate with Housekeeping and Food and Beverage on any special requests for VIPs
- Coordinate with Security with regards to any criminal act within the hotel or suspicious guests
- Coordinate with Front Office cashiers on vouchers, billing instructions, deposits, rebates etc, to minimize bad debts, skippers, untraceable charges and allowances
- Inspect VIPs arrival rooms with appropriate amenities set up
- Meet and greet VIPs arrivals and departures as highlighted by Director of Rooms or Front Office Manager
- Uphold FLHSS procedures within the division
- Uphold grooming standards
- Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department
- Attend scheduled meetings
- Perform any other duties as assigned by Superior
- Ensure that standard, policies and procedures are maintained
- Responsible in reporting any cleanliness findings within the hotel and address with the relevant department
- Make every effort to ensure that guests of the hotel are made as comfortable and contented as possible
- Coordinate and take charge of any emergency until General Manager or Hotel Manager arrives
- Recommend improvements in hotel operations where there are opportunities for improving service, increase revenue, etc
- Attend Front Office briefing and Operations meeting and ensure that all instruction given is carry out expeditiously
- Highlight log entries during daily Operations meeting
- Check through the day arrival report and ensures that the necessary preparations are done by respective departments
- Check VIP rooms and their special requests
- Check all public areas and colleague areas for any irregularities and cleanliness
- Check on the working condition of elevators, lobby lights, air conditioning, in-house music and other hotel equipment and report defects where/when necessary
- Check daily event order and ensure that the necessary signboards and arrangements are done
- Ensuring IT equipment at the reception and lobby are functioning well
- Log all complaints/irregularities for Management reference
- Handle all complaints from guests and transmits them to the departments concerned and see that corrective actions are taken immediately
- Constantly check appearance, grooming of uniform colleagues
- To conduct physical room checks for remaining departures beyond 1600 hours
- Ensure Front Office colleagues verify the Housekeeping report and follow up on any discrepancies
- Ensure all lights in the public areas are lit at the appropriate time
- Ensure the sky signs are fully lit at 1900hrs
- Conduct random check on all colleagues to ensure that nobody sleeps while on night duty
- Ensure that all areas are cleaned and checked thoroughly by night cleaners
- To run night audit for HMS and InfoGenesis
- Extend assistance in all areas especially operations
- Attend Rooms Division update weekly
- Conduct departmental training and also makes appropriate suggestions to improve whenever necessary
- Attend to any medical assistance not limited to guest but to colleagues as well
- Take charge during eme