Director of Guest Services

Fairmont Singapore & Swissôtel The Stamford; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A premier luxury hotel in Singapore is seeking a Director of Guest Services to provide visionary leadership and oversee Guest Services operations. The role demands a strategic leader with 5-7 years of experience in luxury hotels, focusing on guest engagement and operational excellence. Strong financial acumen and proficiency in hotel management systems are required. Join a dynamic team committed to delivering the highest service excellence.

Qualifications

• 5-7 years of progressive leadership experience in Guest Services or Front Office.
• At least 5 years in a managerial capacity within a luxury hotel.
• Proficient in resource and budget management.
• Fluency in English; another language is advantageous.

Responsibilities

• Oversee all aspects of Guest Services to ensure operational efficiency.
• Define service strategies that uphold luxury standards.
• Manage departmental budgets and resource allocation.
• Lead the Guest Services team to deliver exceptional service.

Skills

Leadership

Financial acumen

Guest engagement

Communication

Strategic thinking

Education

Degree or diploma in Hospitality or related field

Tools

Opera PMS

Job description

HOTEL OVERVIEW

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.

Director of Guest Services

We are seeking an accomplished Director of Guest Services to provide visionary leadership and oversee all aspects of Guest Services, ensuring the highest levels of service excellence and operational efficiency. As a key member of the hotel leadership team, you will shape the guest experience, inspire a culture of service, and drive strategic initiatives that align with the hotel’s overall objectives.

Key Responsibilities

Strategic Leadership

• Lead and direct Guest Services operations including Concierge, Bell Service, Door Service, Parking Valet, and Night Runners.
• Define service strategies that uphold luxury standards and deliver seamless guest experiences.
• Collaborate closely with senior leadership and cross-functional teams to align Guest Services with hotel-wide goals.

Operational Excellence

• Ensure smooth and efficient lobby and driveway management, maintaining a strong presence during peak guest flow times.
• Oversee implementation of procedures, service standards, and audits to maintain compliance and quality assurance.
• Drive continuous improvement through service recovery, guest feedback analysis, and operational enhancements.

Financial & Resource Management

• Develop and manage departmental budgets, forecasts, and expenditures.
• Oversee manpower planning, recruitment, scheduling, and training to ensure optimal staffing levels.
• Manage procurement, contracts, and vendor negotiations to achieve cost-effectiveness without compromising quality.

Team Development & Engagement

• Lead, coach, and inspire the Guest Services team to consistently deliver exceptional service.
• Conduct performance evaluations, training, and recognition programs to develop future leaders.
• Foster a culture of accountability, empowerment, and teamwork.

Guest Experience & Service Innovation

• Anticipate guest needs and personalize services to create memorable experiences.
• Identify and implement service innovations and process improvements to enhance guest satisfaction.
• Develop and lead guest experience initiatives aligned with luxury hospitality trends.

Leadership Team Contribution

• Actively participate in the hotel’s strategic planning and leadership forums.
• Partner with departments including Housekeeping, Engineering, F&B, Security, Finance, and HR to ensure cohesive operations.
• Contribute to group and convention planning to deliver flawless events and large-scale guest experiences.

Qualifications & Requirements

• Degree or diploma in Hospitality or related field.
• Minimum 5-7 years of progressive leadership experience in Guest Services or Front Office, with at least 5 years in a managerial capacity within a luxury hotel.
• Strong financial acumen with proven ability to manage budgets and resources effectively.
• Proficiency in Opera PMS and related hotel systems; knowledge of Quality Management systems preferred.
• Excellent communication and interpersonal skills with the ability to engage with guests and stakeholders at all levels.
• Strategic thinker, dynamic leader, and detail-oriented problem solver with a passion for hospitality.
• Fluency in English; a second language is advantageous.