Assistant Guest Services Manager

RC HOTELS (PTE.) LTD.; Dublin; On-site; EUR 29,000 - 49,000; Full time

Job summary

Accor’s Fairmont Singapore and Swissôtel The Stamford in Singapore are seeking an Assistant Guest Services Manager to lead a team for efficient group handling, arrivals, departures and guest experiences.

The role requires teritary education in any discipline with hotel experience and at least 2 years in supervision; English with a second language preferred; knowledge of Opera and Bell/Concierge/Valet operations is expected.

Qualifications

• Teritary education in any discipline and hotel related experience.
• Minimum 2 years experience in supervisory position in the service industry.
• English with knowledge of second language preferred.
• Knowledge of Opera system and other related sub-systems interfaced to the PABX and/or the hotel’s computer system.
• Knowledge of Bell, Concierge & Valet operations.
• Communication skills for all levels of colleagues/guests, confident, clear English.
• Interpersonal skills to deal with guests and colleague issues.

Responsibilities

• Assign sufficient manning to cater for daily operational needs.
• Planning of group movement/arrivals/departures and ensuring operational efficiency.
• Ensure smooth running of driveway and traffic flow during heavy check-in/out of groups.
• Liaise and coordinate with Convention Organizer to ensure efficient handling of group luggage and deliveries.
• Plan and review rosters to ensure productivity goals are met.
• Lead the Guest Services team to personalize the guest arrival/departure experience.
• Conduct audit checks on colleagues’ service standards and ensure compliance with hotel standards.
• Involvement in arrival, rooming, and departure of key/VIP guests.
• Presence at lobby and driveway during critical guest flow times.
• Training, monitoring, evaluation and counseling of employees.
• Counseling and disciplinary action for colleagues non-compliance.
• Attend department and operational meetings.

Skills

Team leadership

Guest service

Communication skills

Education

Teritary education

Tools

Opera system

Hotel software

Job description

HOTEL OVERVIEW

Strategically located in the heart of Singapore’s shopping, dining and entertainment districts and with the City Hall and Esplanade Mass Rapid Transit (MRT) train stations and other major transportation nodes at its doorstep, Fairmont Singapore and Swissôtel The Stamford are the gateway to explore Singapore’s landscapes at your convenience. With a total of 2,030 well-appointed guestrooms, both hotels also offer a distinct collection of 12 lifestyle and dining choices including Michelin-starred fine dining restaurant JAAN by Kirk Westaway, cutting-edge meeting space at Raffles City Convention Centre with 34 meeting rooms and one of Asia’s largest spas, Willow Stream Spa.

ABOUT OUR COMPANY

At Fairmont Singapore and Swissôtel The Stamford, we design career plans and unveil new professional perspectives through our various development programs. We shine when YOU shine. Come and be part of our dynamic team and experience immerse growth and career opportunities with us.

Assistant Guest Services Manager

Summary of Responsibilities:

• Assign sufficient manning to cater for daily operational needs
• Planning of group movement/arrivals/departures and ensuring operational efficiency
• Ensure smooth running of driveway and traffic flow in particular during heavy check-in/out of groups arrival/departure and functions/events in hotels
• Liaise and coordinate with Convention Organizer to ensure efficient error free handling of group luggage and deliveries as well as smooth traffic flow at driveway
• Plan and review rosters to ensure productivity goals are met
• Lead the Guest Services team to personalize the guest arrival/departure experience
• Conduct audit checks on colleague’s service standards and ensure compliance with hotel standards
• Personal involvement in the arrival, rooming, and departure of key/VIP guests
• Presence at lobby and driveway at critical guest flow time
• Planning, reviewing, training, monitoring, evaluation and counseling of employees
• Counseling and disciplinary action for colleagues non-compliance with procedures and behavior
• Attend any department and operational meetings
• Attend to emergency situations
• Handling and investigation of guest requests/complaints

Qualifications:

• Teritary education in any discipline and hotel related experience
• Minimum 2 years experience in supervisory position in the service industry
• English with knowledge of second language preferred
• Knowledge of Opera system and other related sub-systems interfaced to the PABX and/or the hotel’s computer system
• Knowledge of operations of Bell, Concierge & Valet operations
• Knowledge of processes and procedures of delivery systems. Currently SSM/RSM
• Communication skills for all levels of colleagues/guests, confident, clear English
• Interpersonal skills to deal with guests and colleague issues
• Posses leadership qualities
• Leads to constantly improve the guest service experience
• Willingness to embrace changes and new technology
• A team player, guest focused and service oriented attitude

Our commitment to Diversity & Inclusion:

We are an inclusive company and what we really hope to achieve is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

#BELIMITLESS