Intern, Guest Service

3 weeks ago


Singapur, Singapore Ascott International Management Pte Ltd Full time

Job Description

Manage front office operations
- Supervise team's delivery of guest services to ensure adherence to organisational standards and procedures
- Coordinate daily front office activities to ensure operational efficiency
- Plan resources and allocate work assignments to team members
- Maintain accurate room status information
- Handle irregularities related to the delivery of front office service
- Supervise upselling procedures to maximise room revenue
- Assist in the check-ins and check-outs of VIP guests and large groups
- Supervise switchboard services and related call services

Drive service and operational excellence
-Monitor and facilitate service responses to guests' requests to ensure timely and appropriate follow-up
- Provide information and recommendations to guests on property's amenities, services and tourism-related activities
- Resolve guests' concerns and feedback to ensure guest satisfaction
- Build rapport with guests to enhance service experience
- Monitor guest satisfaction levels and feedback for service improvement
- Propose improvements to enhance operational efficiency and guest experience
- Implement innovation, improvement and sustainability plans for continuous improvement
- Act as a role model for service excellence to drive service culture

Manage operational risks
- Monitor team's compliance with data protection regulation and organisational security procedures for guest registration and credit and cash transactions
- Manage and scan crowd to identify and analyse signs of potential security threat for appropriate follow-up
- Execute response and recovery actions during emergency situations
- Implement loss and risk prevention policies and procedures

Manage human resources, finance and report management
- Verify and analyse operations reports and guest statistics for management updates
- Identify training needs and implement training plans to enhance team capabilities
- Provide coaching and feedback to improve team performance
- Monitor team performance and provide feedback for improvement


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