Guest Services Manager - Night Manager

Mandarin Oriental, Singapore; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

Mandarin Oriental, Singapore is seeking a Night Manager to oversee hotel operations during the night shift. This role involves coordinating various departments, ensuring guest satisfaction, and maintaining high standards of service in a luxury environment. The ideal candidate will have significant experience in a 5-star hotel, demonstrating leadership and operational excellence.

Benefits

Complimentary nights and attractive rates on rooms worldwide

Various health benefits and wellness programs

Retirement plans based on service length and role

Qualifications

• Minimum 5 years of experience in a 5-star hotel environment.
• At least 3 years of experience as a Duty Manager in a luxury hotel or similar role.

Responsibilities

• Oversee hotel operations during the night shift and coordinate between departments.
• Handle guest complaints and ensure corrective actions are taken immediately.
• Conduct departmental training and suggest improvements as needed.

Skills

Guest Service Standards

Emergency Procedures

Security Protocols

Education

Bachelor's Degree/Post Graduate Diploma/Professional Degree

Job description

Night Manager

Mandarin Oriental, Singapore is looking for a Night Manager to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts, and residences located in prime destinations around the world, with a strong development pipeline. Recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Singapore is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay.

About the job

Based at Mandarin Oriental, Singapore, the Night Manager is responsible for overseeing hotel operations during the night shift, ensuring smooth coordination between departments such as Front Office, Housekeeping, Engineering, and Security. The position reports directly to the Front Office Manager.

As Night Manager, you will be responsible for the following duties:

• Coordinate with Front Office and Guest Services on VIP arrivals, walk-ins, groups, and guests with special requests.
• Coordinate with Engineering and Housekeeping to ensure that all rooms are ready for sale in the proper condition.
• Coordinate with Security regarding medical assistance, criminal acts within the hotel, or suspicious guests.
• Coordinate with Front Office cashiers on vouchers, billing instructions, deposits, rebates, etc., to minimize bad debts, skippers, untraceable charges, and allowances.
• Inspect VIPs' arrival rooms with appropriate amenities set up.
• Meet and greet VIP arrivals and departures.
• Ensure effective communication via daily briefings, weekly updates, and monthly brainstorming sessions within the department.
• Maintain standards, policies, and procedures.
• Report any cleanliness issues within the hotel and address them with the relevant department.
• Coordinate and take charge of emergencies until the General Manager or Hotel Manager arrives.
• Recommend improvements in hotel operations to enhance service and increase revenue.
• Highlight log entries during daily Operations meetings.
• Review the day’s arrival report and ensure necessary preparations by respective departments.
• Check all public and colleague areas for irregularities and cleanliness.
• Handle guest complaints, transmit them to concerned departments, and ensure corrective actions are taken immediately.
• Maintain high standards of personal hygiene, behavior, and grooming for colleagues.
• Ensure all lights in public areas and sky signs are operational at appropriate times.
• Conduct random checks on colleagues to ensure alertness during night duties.
• Ensure all areas are cleaned and checked thoroughly by night cleaners.
• Run night audit for HMS and InfoGenesis systems.
• Conduct departmental training and suggest improvements as needed.
• Perform any other duties delegated by the supervisor.

What we expect from you:

• Possess at least a Bachelor's Degree/Post Graduate Diploma/Professional Degree or equivalent.
• Minimum 5 years of experience in a 5-star hotel environment.
• At least 3 years of experience as a Duty Manager in a luxury hotel or similar role.
• Familiarity with emergency procedures, security protocols, and guest service standards is preferred.

Our commitment to you

• Learning & Development: We craft unique programs to support your career growth.
• MOstay: Enjoy complimentary nights and attractive rates on rooms worldwide as part of our #MOfamily.
• Health & Colleague Wellness: Various health benefits and wellness programs to support your wellbeing.
• Retirement Plans: We offer retirement plans based on your service length and role.