Director of Guest Services

ACI HR Solutions Ltd; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading 5-star international hotel is seeking a Director of Guest Services to manage daily operations and lead the guest services team. The role requires a dynamic leader with at least 5 years of managerial experience in a service-focused environment. Responsibilities include overseeing concierge services, budgeting, and collaborating with various hotel departments to guarantee high guest satisfaction.

Benefits

Competitive salary

Health and wellness benefits

Opportunities for professional development and growth

Dynamic and inclusive work environment

Employee discounts and perks

Qualifications

• Minimum 5 years experience in a managerial position in the service industry.
• English proficiency with knowledge of a second language preferred.
• Les Clefs d'Or Keys preferred.

Responsibilities

• Manage daily guest services operations including concierge and bell service.
• Handle budgeting, planning, and operational changes.
• Ensure safety, health, and cleanliness standards are met.

Skills

Problem Solving

Dynamic Leadership

Analytical Skills

Education

Tertiary education or higher

Tools

Opera system

Job description

The Role

We are seeking a Director of Guest Services to lead and manage the smooth operations of a 24-hour consolidated and multi-tasked Guest Services operating department in a leading 5-star international hotel. The ideal candidate will be responsible for managing the daily guest services operations, leading the guest services team, involvement in a wider job function, and being an integral member of the hotel leadership team.

Responsibilities

• Manage the daily guest services operations including concierge, bell service, door service, parking valet, and night runners

• Lead and supervise all guest services duties in accordance with the hotel’s standards and strategic plan

• Handle capital and asset planning, budgeting, planning, and forecasting of revenue and expenditure

• Develop, implement, evaluate, review, and conduct training and audits

• Ensure safety, health, and security policies and procedures are adhered to

• Investigate service failures, recommend operational changes, and develop departmental reward and recognition programs

• Ensure cleanliness and appearance of lobby and related areas

• Interface the needs/requirements of other departments with housekeeping, engineering, F&B service, security, finance, and T&C

• Provide a level of safety & security for arrival & departure of guests/visitors

Day-to-day

• Presence in the driveway and lobby area at critical guest flow time

• Investigate on service failures followed by service recovery and corrective actions

• Coordinate and conduct bi-monthly department, concierge, and officers’ meetings

• Ensure lobby and driveway are well managed in accordance to activities and traffic patterns

• Hands-on knowledge of computer hardware and software to manage systems and generate reports, presentations, and correspondence

The Person

• Tertiary education or higher with equivalent and hotel-related experience

• Minimum 5 years experience in a managerial position in the service industry, preferably in guest services and/or front office

• English language proficiency with knowledge of a 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 quality management processes

• Ability to plan, lead, motivate, and control

• Dynamic, analytical, and detailed-oriented with problem-solving and counseling skills

• Responsive to continuous challenges and improvements and open to making changes to achieve targeted results

• Leadership qualities to motivate and direct colleagues to proactively meet and exceed guest satisfaction

• Les Clefs d'Or Keys preferred

Benefits

• Competitive salary

• Health and wellness benefits

• Opportunities for professional development and growth

• Dynamic and inclusive work environment

• Employee discounts and perks

Agency License No.13S6788a : R1544444