Assistant Operations Manager (Guest Services & Concierge)

Resorts World at Sentosa Pte Ltd; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Resorts World at Sentosa Pte Ltd in Singapore is seeking an Assistant Operations Manager (Concierge) to lead Concierge and Guest Services teams, uphold luxury service standards, and drive operational efficiency. You will oversee manpower planning, coach frontline managers, analyze feedback, resolve escalations, and collaborate across departments to deliver seamless guest experiences.

The role focuses on maintaining high service levels, optimizing operations, and fostering a culture of

Qualifications

• Diploma or Degree in Hospitality, Tourism, or related field is required.
• 6–8 years of experience in Concierge or Guest Services with 2–3 years in a managerial role.
• Strong background in hospitality operations, preferably in luxury environments.
• Proven track record in leading teams and driving operational improvements.

Responsibilities

• Lead and oversee all Concierge and Guest Services operations, aligning with brand standards.
• Develop and implement strategies to enhance service quality and guest satisfaction.
• Oversee manpower planning, resource allocation, and workforce optimization.
• Analyze guest feedback and performance metrics to drive improvements.
• Manage high-level guest escalations and ensure effective resolutions.
• Establish and update SOPs and service standards.
• Coach and develop Assistant Operations Managers and frontline teams.
• Strengthen cross-department collaboration for seamless guest experiences.

Skills

Leadership

Analytical

Organizational skills

Education

Diploma or Degree in Hospitality/Tourism

Job description

Job Summary

We are seeking a proactive, experienced and service-driven Assistant Operations Manager (Concierge) to join our team. This role is responsible for supporting the management of Concierge and Guest Services operations, ensuring service excellence, operational efficiency, and consistent guest satisfaction. You’ll play a key role in leading frontline teams, managing daily operations, and driving high service standards across all guest touchpoints.

Key Responsibilities

• Lead and oversee all Concierge and Guest Services operations, ensuring alignment with brand standards and business goals.

• Develop and implement strategies to enhance service quality, operational efficiency, and guest satisfaction.

• Oversee manpower planning, resource allocation, and workforce optimization.

• Analyze guest feedback, operational data, and performance metrics to drive continuous improvement.

• Manage high-level guest escalations and ensure effective resolution.

• Establish, review, and enhance SOPs and service standards.

• Lead, coach, and develop Assistant Operations Managers and frontline teams.

• Strengthen cross-department collaboration to ensure seamless end-to-end guest experiences.

• Build and maintain relationships with external partners and service providers.

• Ensure compliance with safety, security, and operational policies.

Qualifications

• Diploma or Degree in Hospitality, Tourism, or related field.

• Minimum 6–8 years of experience in Concierge or Guest Services, with at least 2–3 years in a managerial role.

• Strong background in hospitality operations, preferably in a luxury environment.

• Proven track record in leading teams and driving operational improvements.

• Strong analytical, organizational, and leadership capabilities.