Guest Services Lead — VIP & Operations Excellence

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

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.