Hospitality Guest Experience Manager

3 days ago

Singapore HERITAGE SOHO PARTNERS PTE. LTD. Full time

**Heritage Collection Singapore**

We are currently looking for a self-motivated individual with an outgoing personality and passion in customer service, to take on the role of Guest Satisfaction Manager. This role is not for the faint-hearted. If you like being active in your work, be prepared to clock as many as 30k steps in a day

This position reports to the Operations Team Lead and the Operations Head.

Passion drives what we do here at Heritage and what we are most passionate about is helping our guests discover a sense of place when visiting Singapore.

Our staff are encouraged to think out of the box and are empowered to build our brand and help our guests create memorable experiences of their stay.
- Build and enhance the Heritage brand with your bright and happy personality so as to attract new tenants and retain existing ones.
- (After proper training) Take charge of a sector and move between buildings to handle check-ins, check-outs and deposit payments - you must be fit and like being on the go
- Develop and maintain positive relations with guests via regular and proactive communication. You will be expected to ask guests to provide you written feedback on your performance.
- Manage guest complaints and work to resolve them or provide feedback to Management
- Manage and schedule work order requests put in by tenants in a timely manner - you will work with our in-house technicians or outside vendors to address building maintenance concerns.
- Manage and supervise housekeepers and any external vendors
- Coordinate with guests for their weekly housekeeping
- Regularly inspect rooms (during housekeeping days) and common areas to ensure a high level of maintenance and proactively highlight issues that need to be addressed
- Analyze current SOPs and make recommendations to the Management to improve operating efficiency
- Manage supplies like paper goods and cleaning products and order these supplies on a timely manner
- Work with external vendors like laundry service providers to ensure operations are not disrupted

**Requirements and Qualifications**:

- At least a Diploma in hospitality preferred (Certified true copies of certificates must be presented)
- At least 2 years of experience in Hospitality work
- 5 Days Week, Shift Work, Off on Weekday or Weekend.
- 1-2 years of property management experience preferred.
- Demonstrated proficiency with Microsoft Office like Excel and Google suite of products like Google Mail, Sheets and Calendar.
- Ability to organize and coordinate work efficiently and to set priorities in a demanding work environment.
- Strong verbal and written communication skills.
- Strong interpersonal skills.
- High levels of integrity
- Ability to work independently and as a productive member of a team.
- Ability to work under pressure and meet deadlines.
- Willing to be on rotational weekend duty and answer texts (eg Tenant complaints and enquiries) outside of normal office hours.

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