Assistant Guest Services Manager

SHUN TAK REAL ESTATE (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 38,000 - 50,000; Full time

Job summary

A luxury hospitality company in Singapore seeks a Guest Services Supervisor to lead the department ensuring top-notch guest experiences. The role involves managing operations, monitoring standards, and ensuring customer satisfaction. Candidates should hold a higher diploma or degree in Hospitality or Hotel Management and have at least two years of experience in a supervisory role within luxury or upscale environments. Excellent communication and interpersonal skills are essential, along with a service-oriented attitude.

Benefits

Dynamic work environment

Open and collaborative culture

Qualifications

• Minimum of two years of experience in a front office supervisory role in luxury/upscale hotel.
• Proficiency in written and spoken English.
• Ability to work under pressure and be flexible.

Responsibilities

• Lead operations of the Guest Services Department.
• Ensure guest experience aligns with company standards.
• Monitor service and operational standards.
• Conduct thorough room inspections.

Skills

Service-oriented

Attention to detail

Excellent communication skills

Interpersonal skills

Education

Higher diploma or degree in Hospitality or Hotel Management

Job description

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 in 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 relationship and handle all guest complaints, requests and enquiries on Guest Services.
• Be personally and frequently verify that guest’s check‑in / check‑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 guest’s 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 welcome image.
• Collaborate with Guest Services Manager in preparation of 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, luxury/upscale or boutique hotel.
• Service-oriented, attentive to details and observant
• Excellent oral and written communications skills
• Good command of written and spoken English
• Adaptable and outgoing with excellent interpersonal skill
• Ability to work under pressure and be flexible.
• Passionate and enthusiastic with a positive ‘can-do’ attitude