Assistant Manager, Guest Services

3 days ago

Singapore CAPELLA HOTEL, SINGAPORE Full time

The Assistant Manager manages the Living Room operations to ensure that our guest receives an exclusive guest service that is accurate, courteous, efficient and tailored to the individual requirements of our guests. Leads the Culturist team to provide flawless, upscale, professional and high-class guest service experiences. Analyze guest feedback and provide strategic direction to continuously improve overall rating.

**A. **Manage Front Office Operations**
- Maintain complete knowledge and understanding of all certified vendors information: activities, prices, schedules, penalty policies
- Manage roster based on operational needs
- Ensures daily line-ups are being conducted effectively
- Responsible for monthly inventory checks where required
- Provide upscale guest service experiences for clients throughout their stay
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in

**B. **Drive Service and Operational Excellence**
- Handle guest complaints by following the procedures and ensuring guest satisfaction
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation
- Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities. Communicate pertinent guest information to designated departments/personnel (i.e., special requests)
- Develop and maintain positive working relationships within and other departments

**C. **Manage Operational Risks**
- Comply with quality assurance expectations and standards
- Execute response and recovery actions during emergency situations
- Implement loss and risk prevention policies and procedures

**D. **Staff Training and Development**
- Ensure staff are trained to provide required service quality to all guests and visitors

**Talent Profile**
- Diploma in Hotel Management
- Minimum of 3 years’ experience working in a luxury brand hotel in a Supervisory role
- Has computer knowledge and able to adapt to new computer technology
- Possess excellent organizational and interpersonal skills. Proven work experience as a Guest Relations Supervisoror similar role
- Understanding of all hotel management best practices and relevant laws
- Hands-on experience with Hotel Management software (PMS)
- Excellent problem-solving and multitasking skill
- Leadership skills along with the ability to motivate a team to perform at all times

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