Guest Service Leader

1 week ago

Singapore Masters Career Consultancy Full time $60,000 - $120,000 per year


JOB DESCRIPTION:

  • Participate in the preparation of the annual departmental operating budget
  • Monitor budget and control expenses with a focus on increasing productivity
  • Analyze financials to drive revenues, future profitability and maximum return on investment
  • To assist in the hotel's revenue growth by leveraging on the company's systems & procedures
  • Manage day-to-day staffing requirements, plan and assign work
  • Provide SGSA and GSAs mentoring, coaching and regular feedback to help manage conflict
  • Educate/train team members in compliance with federal, state and local laws & safety regulations
  • Manage third party vendor staffing requirements, plan and assign work
  • Develop programs that drive improvements in team member engagement and are aligned with the Make Every Interaction Counts brand service behaviors
  • Responsible for SGSA/GSA Training / Rostering / Coaching as directed by the Assistant Rooms Division Manager, Rooms Division Manager or General Manager
  • Respond to guest complaints and ensure corrective action to resolve their issues / concerns
  • Advise employees of deficiencies and instruct on corrective action. Provide retraining as needed
  • Demonstrate BrandHearted behaviors by maintaining compliance with all required brand standards, behaviors, hallmarks and license agreement mandates
  • Make time to interact with guests, solicit feedback and build relationships
  • Responsible for IHG Rewards Club enrolment and recognition
  • Ensure the one team approach by assisting in all Reception tasks when required
  • Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service Level Standards
  • Assist the IT shared services support in the PMS Maintenance, Configuration and Interface Management
  • Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotels or owners policies and procedures and regulatory requirements
  • Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotels carbon footprint
  • Act in a responsible and senior way when dealing with hotel revenue
  • Support Hotel Indigo operation base on Brand Standard and Local authorities guidelines when needed
  • Perform other duties as assigned by your superior, EAM, Hotel Manager or General Manager

QUALIFICATIONS AND REQUIREMENTS:

  • Min Diploma or equivalent plus four years service industry experience
  • Supervisory experience is essential
  • Proficient in written and spoken English

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