Assistant Guest Engagement Manager

FURAMA HOTEL SINGAPORE PTE LTD; Singapore; On-site; SGD 100,000 - 125,000; Full time

Job summary

A leading hospitality service provider in Singapore is looking for an experienced Guest Services Manager. Responsibilities include maintaining smooth operations and relationships between management and guests, handling complaints efficiently, and supervising the guest service section. Qualified candidates should have proven management skills, knowledge of Front Office operations, and proficiency in letter writing and computer functions. This role requires strong attention to VIP and corporate guest needs.

Qualifications

• Proven abilities to manage guest relations effectively.
• Knowledge of Front Office operations is vital.

Responsibilities

• Maintain relationships between Management and guests, resolving complaints.
• Assist to supervise Guest Service section in absence of Manager.
• Manage operations at the Guest Services Check-In Desk.
• Ensure satisfaction of VIPs and corporate guests.
• Conduct training and maintain records for guest history.

Skills

Management abilities

Guest relations

Front Office operations

Proficient in letter writing

Computer functions

Job description

Responsibilities

• 1.1 Maintain a smooth relationship between Management and guests. Resolve any problems arising from guests’ complaints and attend to their requests, ensuring results that satisfy the guests while protecting the hotel’s interests.
• 1.2 Assist Guest Engagement Manager to supervise the section and stand in during the absence of Guest Service Manager.
• 1.3 Perform the role in Guest Engagement and be knowledgeable in Reception/Cashiering/Tour/Concierge/Operator.
• 2.1 Report duty on time in full uniform; be smart and well‑groomed at all times and maintain a friendly and cheerful attitude.
• 2.2 Manage, control, and coordinate the operations of the Guest Services Check‑In Desk, Executive floor, and guest relations.
• 2.3 Ensure that all operation routines are effectively executed based on the set procedures and standards; pay attention to Executive Club’s Breakfast and Cocktail services, and room assignment for VIPs, Executive floors, and corporate guests.
• 2.4 Monitor all VIPs arrival, in‑house and departure.
• 2.5 Liaise and coordinate with other sections of Front Office and other departments for operational needs.
• 2.6 Ensure that all pre‑check‑in and post‑check‑in activities are carried out for VIPs, Executive floor and preferred corporate guests.
• 2.7 Escort VIPs directly to the guest rooms.
• 2.8 Maintain a feedback system for follow‑up planning and actions.
• 2.9 Conduct training and coaching.
• 2.10 Ensure all reports are prepared for management.
• 2.11 Maintain an up‑to‑date guest history record system.
• 2.12 Inspect and ensure desired standard of rooms for VIPs and preferred corporate guests.
• 2.13 Maintain records on guests’ wedding, birthdays, anniversaries and other auspicious occasions for actions by the management.
• 2.14 Maintain good guest relations through rendering personalized services to guests.
• 2.15 Promote in‑house facilities.
• 2.16 Ensure all equipment and tools are in good functioning order.
• 2.17 Conduct briefing for the section.
• 2.18 Handle issues or complaints lodged by guests quickly, efficiently and courteously to meet guests’ needs and the interest of the hotel.
• 2.19 Attend functions organized by the hotel whenever required.
• 2.20 Entertain VIPs, regular corporate or potential Executive Club Floor guests for good guest relations or potential business.
• 2.21 Familiar with all emergency procedures and able to stand in for Duty Manager when necessary.
• 2.22 Execute and record the courtesy call system.
• 2.23 Ensure the Executive Club Lounge is maintained at the desired standard in all aspects.
• 2.24 Ensure F&B stock is sufficient for operation.
• 2.25 Show rooms to potential guests.
• 2.26 Execute guest check‑out system when needed.
• 2.27 Perform duties which may be assigned from time to time.

Qualifications

• 3.01 Proven management abilities and knowledge of guest relations as well as Front Office operations.
• 3.02 Proficient in letter writing and application of computer functions.