Assistant Guest Services Manager

3 days ago

Singapore KECK SENG HOTEL PTE LTD Full time

Track and analyse the GEI (Guest Experience Index) on daily basis to identify issues and recommend solutions, follow up with concise action plan and activities for Rooms Division.
- Track and analyse GEI scores to meet Starwood’s standards and report on GEI performance results to the Management on monthly basis.
- Manage recognition and reward programs for departments achieving benchmark GEI scores.
- Ensure that guest resolution and service recovery is delivered promptly.
- Responsible for correspondence to guest on complaints and compliments received in a timely manner.
- Consolidate reports on guests’ preferences and behaviors (eg. Future stays, satisfaction levels).
- Responsible for the day to day generation and submission of reports.
- Monitor the daily sales/revenue figures/shortfall in service delivery in Rooms Division and provide follow up recommendations where necessary.
- Monitor the execution of activities within Room Division to improve GEI & SPG (Starwood Preferred Guest) enrolment.
- Assist the Front Office Manager to foster strong working relationship of all departments under Rooms Division.
- Ensure that the Monthly Communications meetings are held in all Rooms Operations Departments.
- Perform any other duties as assigned by the Management.

**Job Requirements**:

- At least 3 years of relevant experience in current capacity
- Calm, efficient and able to work well under pressure
- Possess excellent leadership and communication skills
- Team player with a passion for delivering exceptional levels of guest service

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