Assistant Manager, Guest Service

About Us

CapitaLand Group (CapitaLand) is one of Asia’s largest diversified real estate groups. Headquartered in Singapore, CapitaLand’s portfolio focuses on real estate investment management and real estate development, and spans across more than 260 cities in over 40 countries.

Job Description

Responsibilities

1. Manage the smooth operations of the department, such as delegating work, communicating goals and scheduling employees to ensure full coverage on the ground
2. Review and implement the standard operating procedures (SOPs) and corporate standards and guidelines, ensuring that the department adheres to them
3. Ensure employees receive skills upgrading, organise on-the-job training for employees and evaluate their effectiveness
4. Evaluate employee performance and work with the Human Resource Team to provide staffing recommendations
5. Promote teamwork and quality service within the team and coordination with the other departments
6. Manage the expenses of the department and prepare the annual departmental operating budget and finance
7. Oversee inventory control of the department and ensure all employees have the proper supplies and equipment to carry out their job responsibilities
8. Attend to and anticipate guests’ queries and needs, especially those of VIP guests, and perform the appropriate service recovery when necessary
9. Review and follow up on guests’ feedback and satisfaction scores to improve quality and standards
10. Ensure smooth check-in and check-out for guests
11. Coordinate with the Housekeeping team to ensure that arrival apartments are ready before the check-in time
12. Verify the accuracy of all guests’ registration and check-out documents
13. Assist in developing pricing strategies and managing apartment allocations to maximize revenue and occupancy
14. Review activities and brainstorm strategies to improve residents’ experiences
15. Report any damage and maintenance defects to the Engineering Department
16. Manage cash handling responsibilities, perform daily audit checks of all cashier closings, cash floats, guest registration forms, guest ledger balances, accounts receivable and aged debtors reports for corporate accounts
17. Work with the Finance Department to monitor and follow up on receivables and processing of payables
18. Perform and approve cash and credit card refunds and ensure documents are checked and submitted to Finance
19. Ensure that all payments are collected by the team upon check-in, and that all guest refunds through credit cards are submitted to Finance
20. Account for all credit card settlements and ensure they tally with actual postings and amounts needed to be charged
21. Coordinate with Reservations and Sales Team on corporate clients and group bookings

Job Requirements

1. At least 3 years of relevant work experience, preferably in the hospitality industry and in a Supervisory or Managerial role
2. Attained at least a Degree, Diploma or Higher NITEC in Hospitality, Hotel Management, or an equivalent qualification
3. Service-oriented
4. Supervisory or Managerial skills
5. A Team Player
6. Passion for coaching and guiding
7. Passion for learning a variety of tasks, including handling paperwork and managing a team
8. Willingness to perform shifts

Benefits

1. Flexible benefits with comprehensive medical coverage for self and family
2. Training and development opportunities
3. Subsidised rates at Ascott serviced residences
4. Strong advocate of staff volunteerism
5. Wellness programmes

At CapitaLand, we advocate fair employment practices, and recruit talents based on merit and fit with our Corporate values. We provide equal opportunity for all qualified persons and build an inclusive workplace regardless of race, gender, age, religious belief or nationality.