Manager, Guest Service

**Manager, Guest Service**

You will lead the guest service operations in ensuring a warm and efficient welcome and departure for all residents and create a pleasant and lasting atmosphere that enables residents’ satisfaction and provide a sense of home away from home. You will work together with Housekeeping, Engineering and Security Departments and report directly to the Residence Manager.

**Responsibilities**

You will:

- Manage the smooth operations of the department, such as delegating work, communicating goals and scheduling employees to ensure full coverage on the ground
- Review and implement the standard operating procedures (SOPs) and corporate standard and guidelines, ensuring that the department adheres to them
- Comply and maintain service and product audit by Global Operations
- Ensure employees receive skills upgrading, organise on-the-job training for employees and evaluate their effectiveness
- Evaluate employee performance and work with the Human Resource Team to provide staffing recommendations
- Promote teamwork and quality service within the team and coordination with the other departments
- Manage the expenses of the department and prepare the annual departmental operating budget and finance
- Oversee inventory control of the department and ensure all employees have the proper supplies and equipment to carry out their job responsibilities
- Attend to and anticipate residents’ queries and needs, especially those of VIP residents’, and perform the appropriate service recovery when necessary
- Review and follow up on residents’ feedback and satisfaction scores to improve quality and standards
- Ensure smooth check-in and check-out for residents by:

- Coordinating with the Housekeeping team to ensure that arrival apartments are ready before the check-in time
- Verifying the accuracy of all residents’ registration and check-out documents.
- Assist to develop pricing strategies and manage apartment allocations to maximise revenue and occupancy
- Review activities and brainstorm strategies to improve residents’ experiences
- Report any damage and maintenance defects to the Engineering Department
- Manage cash handling responsibilities, perform daily audit checks of all cashier closings, cash floats, guest registration forms, guest ledger balances, accounts receivable and aged debtors reports for corporate accounts
- Work with the Finance Department to monitor and follow up on receivables and processing of payables
- Perform and approve for cash and credit card refunds and ensure documents are checked and submitted to Finance
- Ensure that all payments are collected by the team upon check-in, and that all guest refunds through credit cards are submitted to Finance
- Account for all credit card settlements and ensure they tally with actual postings and amounts needed to be charged
- Coordinate with the Central Reservations and Sales Management Team on corporate clients and group bookings
- Assume other responsibilities as designated by the Residence Manager

**Job Requirements**

You have:

- At least 4 years of relevant work experience with managerial capacity in the hospitality industry
- Attained at least a Degree or Diploma in Hospitality, Hotel Management or an equivalent qualification
- Knowledge of change management and the ability to discover operational efficiencies
- Service-oriented, attentive to details and observant
- Management and supervisory skills

**Benefits**
- 5-day work week in consideration of our culture of work-life balance
- Flexible benefits with comprehensive medical coverage for self and family
- Learning and development opportunities
- Subsidised rates at Ascott Serviced Residences
- Advocate staff volunteerism
- Wellness programmes

**About Us**

CapitaLand Limited (CapitaLand) is one of Asia’s largest diversified real estate groups. Headquartered and listed in Singapore, it owns and manages a global portfolio worth S$131.7 billion as at 30 September 2019. CapitaLand’s portfolio spans across diversified real estate classes which includes commercial, retail; business park, industrial and logistics; integrated development, urban development; as well as lodging and residential. With a presence across more than 200 cities in over 30 countries, the Group focuses on Singapore and China as its core markets, while it continues to expand in markets such as India, Vietnam, Australia, Europe and the USA.

At CapitaLand, we advocate fair employment practices, and recruit talents based on merit and fit with our Corporate values. We provide equal opportunity for all qualified persons and build an inclusive workplace regardless of race, gender, age, religious belief or nationality.