Assistant Manager, Guest Services

Fairmont Singapore & Swissôtel The Stamford; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Fairmont Singapore & Swissôtel The Stamford is seeking a proactive Guest Services Supervisor to manage daily operations, plan group movements, and oversee lobby and driveway activities. You will coordinate with event organizers, ensure smooth check-in/out, and lead a team to deliver personalized guest experiences.

The role requires tertiary education and hotel-related experience, with English and a second language being a plus. Knowledge of Opera and hotel computer systems is preferred.

Qualifications

• Tertiary education in any discipline and hotel related experience
• English with knowledge of second language preferred
• Knowledge of Opera system and related hotel subsystems
• Experience with Bell, Concierge and Valet operations

Responsibilities

• Assign sufficient manning for daily operational needs
• Plan group movements and ensure efficiency of arrivals/departures
• Ensure smooth driveway traffic during heavy check-ins/outs
• Coordinate with Convention Organizers for luggage handling and traffic flow
• Plan rosters to meet productivity goals
• Lead the Guest Services team to personalize arrivals/departures
• Audit service standards for compliance
• Provide involvement in VIP arrivals, rooming and departures
• Maintain lobby and driveway presence during peak guest flow
• Train, monitor and counsel staff on procedures and behavior
• Attend department and operational meetings
• Handle emergency situations and guest requests/complaints

Skills

Guest service orientation

Interpersonal skills

Communication

Leadership

Education

Tertiary education in any discipline

Tools

Opera system

PABX/ hotel computer systems

Job description

Strategically located in the heart of Singapore’s shopping, dining and entertainment districts and with the City Hall and Esplanade Mass Rapid Transit (MRT) train stations and other major transportation nodes at its doorstep, Fairmont Singapore and Swissôtel The Stamford are the gateway to explore Singapore’s landscapes at your convenience. With a total of 2,030 well-appointed guestrooms, both hotels also offer a distinct collection of 12 lifestyle and dining choices including Michelin-starred fine dining restaurant JAAN by Kirk Westaway, cutting-edge meeting space at Raffles City Convention Centre with 34 meeting rooms and one of Asia’s largest spas, Willow Stream Spa.

ABOUT OUR COMPANY

At Fairmont Singapore and Swissôtel The Stamford, we design career plans and unveil new professional perspectives through our various development programs. We shine when YOU shine. Come and be part of our dynamic team and experience immerse growth and career opportunities with us.

Summary of Responsibilities:

• Assign sufficient manning to cater for daily operational needs
• Planning of group movement/arrivals/departures and ensuring operational efficiency
• Ensure smooth running of driveway and traffic flow in particular during heavy check-in/out of groups arrival/departure and functions/events in hotels
• Liaise and coordinate with Convention Organizer to ensure efficient error free handling of group luggage and deliveries as well as smooth traffic flow at driveway
• Plan and review rosters to ensure productivity goals are met
• Lead the Guest Services team to personalize the guest arrival/departure experience
• Conduct audit checks on colleague’s service standards and ensure compliance with hotel standards
• Personal involvement in the arrival, rooming, and departure of key/VIP guests
• Presence at lobby and driveway at critical guest flow time
• Planning, reviewing, training, monitoring, evaluation and counseling of employees
• Counseling and disciplinary action for colleagues non-compliance with procedures and behavior
• Attend any department and operational meetings
• Attend to emergency situations
• Handling and investigation of guest requests/complaints

Qualifications:

• Tertiary education in any discipline and hotel related experience
• Minimum 2 years experience in supervisory position in the service industry
• English with knowledge of second language preferred
• Knowledge of Opera system and other related sub-systems interfaced to the PABX and/or the hotel’s computer system
• Knowledge of operations of Bell, Concierge & Valet operations
• Knowledge of processes and procedures of delivery systems. Currently SSM/RSM
• Communication skills for all levels of colleagues/guests, confident, clear English
• Interpersonal skills to deal with guests and colleague issues
• Leads to constantly improve the guest service experience
• Willingness to embrace changes and new technology
• A team player, guest focused and service oriented attitude

Our commitment to Diversity & Inclusion:

We are an inclusive company and what we really hope to achieve is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

We are an inclusive company and what we really hope to achieve is to attract, recruit and promote diverse talent.