Assistant Guest Services Manager - Artyzen Singapore Hotel

Job Highlights

• Dynamic work environment
• Open and collaborative culture

Inspired by Singapore's culture, colours, and flavours, Artyzen Singapore represents a modern interpretation of the luxury lifestyle where your utmost comforts are met.

Centrally located in the heart of the city, Artyzen Singapore is just a stone's throw from Orchard Road. Home to the 142-room luxury lifestyle accommodations, this iconic heritage landmark was once the sprawling tropical-garden mansion named "Marie Villa" by the great-grandson of Singapore's well-known philanthropist, the late Mr Tan Tock Seng.

Responsibilities

• Responsible for leading the operations of the Guest Services Department (Front Desk, Concierge, Bell, Driveway, Communication Centre) in support of the Guest Services Manager.
• Ensure the guest journey from the moment of reservation till beyond checkout is in line with the Artyzen Hotels and Resorts experience. This includes the reservations, pre-arrival, and post-arrival communication with the guest.
• Implement a consistent guest recognition program and ensure that all information gathered on the guests is correctly recorded in the guest profile and that this is updated regularly.
• Ensure that the Department Operational Budget is strictly adhered to.
• Monitor service and operation standards in the hotel.
• Support host needs in other departments based on the hotel priorities and anticipated business levels.
• Be available and on duty during peak periods (frequently opening and closing the operation).
• Conduct frequent and thorough room inspections in liaison with Housekeeping.
• Accept requests from guests regarding assistance with obtaining transportation, baggage handling, limousine transfer, and local area knowledge.
• Establish a rapport with guests maintaining good customer relationships and handle all guest complaints, requests, and enquiries on Guest Services.
• Be personally and frequently verify that guests' check-in/out are receiving the best possible service.
• Ensure the Guest Services Department meets quality and internal standards. Identify process improvements and best practices. Provide feedback and develop processes to improve the guest experience.
• Ensure corrective training is implemented based on the feedback received.
• Maintain standards of guest service quality. Analyze response time to guests' requests for items and maintenance requests and highlight any issues to the respective department head.
• Ensure that the Guest Services team projects a warm, professional, and welcoming image.
• Collaborate with the Guest Services Manager in preparation of the annual department operating budget: Monitor monthly expenses, with emphasis on wages, variances, assisting in preparing schedules, ordering, inventory management, and other administrative duties as needed.
• To undertake any other reasonable task or request as directed by the management.

Requirements

• Higher diploma or degree holder in Hospitality, Hotel Management, or an equivalent qualification.
• Minimum of two years of previous experience in a front office supervisory role in an established or luxury/upscale or boutique hotel.
• Managerial position, preferably from an international luxury hotel.
• Service-oriented, attentive to details, and observant.
• Excellent oral and written communication skills.
• Good command of written and spoken English.
• Adaptable and outgoing with excellent interpersonal skills.
• Ability to work under pressure and be flexible.
• Passionate and enthusiastic with a positive 'can-do' attitude.