Assistant Guest Services Manager - Artyzen Singapore Hotel

shun tak real estate (singapore) pte. ltd.; Singapore; On-site; SGD 47,000 - 76,000; Full time

Job summary

Artyzen Singapore, a luxury lifestyle hotel in the heart of the city, seeks a Guest Services Supervisor to oversee Front Desk, Concierge, Bell, Driveway and the Communications Centre. You will ensure the guest journey from reservation through post-checkout is consistently aligned with the Artyzen experience.

Responsibilities include deploying a guest recognition program, maintaining guest profiles, managing the department budget, monitoring service standards, and supporting other departments

Qualifications

• Higher diploma or degree in Hospitality, Hotel Management or equivalent.
• Excellent oral and written communication skills in English.
• Experience in front office supervisory role is preferred in luxury/boutique hotels.

Responsibilities

• Lead operations of Guest Services Department (Front Desk, Concierge, Bell, Driveway, Communications Centre) to support the Guest Services Manager.
• Ensure guest journey from reservation to post-checkout aligns with Artyzen Hotels experience; manage pre-arrival and post-arrival communications.
• Implement a guest recognition program and ensure guest profiles are accurately recorded and updated.
• Monitor and adhere to the Department Operational Budget and service standards across shifts.
• Support other departments during peak periods to meet business priorities; be on duty during busy times.
• Conduct frequent room inspections in cooperation with Housekeeping and assist with guest requests for transportation and local knowledge.
• Maintain a warm, professional image of Guest Services and drive continuous process improvements.

Skills

Service orientation

Attention to detail

Communication skills

Interpersonal skills

Pressure handling

Positive attitude

Education

Hospitality/Hotel Management degree

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 / out are receiving the best possible service.
• Ensure the Guest Services Department meets quality andinternal 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