Guest Service Manager

Amara Singapore; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading hotel in Singapore is seeking a Guest Service Manager to ensure exceptional guest experiences. Responsibilities include managing check-in/check-out processes, resolving complaints, and training staff. Ideal candidates will demonstrate strong leadership and customer service skills.

Qualifications

• Good leadership skills required.
• Ability to multi-task in a demanding environment.

Responsibilities

• Welcome guests and solicit feedback.
• Perform check-in and check-out duties.
• Resolve guest complaints to satisfaction.

Skills

Leadership

Customer Service

Communication

Interpersonal Skills

Job description

RESPONSIBILITIES:

• Spend ample time in lobby to welcome and solicit guests for feedback.
• Perform check-in and check-out duties. Assign room and prepare keys for check-in.
• Resolve guests complaints to their satisfaction.
• Patrol with Security the hotel premises to ensure orderliness.
• Responsible for the Guest Service Manager float and currency exchange.
• Process 3rd party charges such as credit card charges.
• Match bills with correspondence for billing to Corporate clients and Groups/Travel Agents.
• Walk VIP guests and bridal couple to the guestroom.
• Complete Daily Duty Manager log after each shift.
• Prepare Guest incident report
• Keep informed on all current matters and maintain complete and readily accessible files and records necessary for effective operation.
• Maintain close liaison with all other departments to ensure 100% guests satisfaction.
• Attend Department meetings and other meetings as required.
• Conduct daily roll call with the team. Assign, coordinate, and supervise work activities of team. Communicate activities, any problems and/or special information.
• Conduct OJT (On-the-Job) training for new and existing Associates on duty.
• Conduct performance appraisals for Associates and manage their performance by coaching and training them in accordance with established hotel standards.

JOB REQUIREMENTS:

• Good leadership skills
• Ability to multi-task in a demanding environment
• Excellent customer service, communication and interpersonal skills