Guest Experience Lead - Front Office & Service Excellence

CapitaLand Development Ltd - CDL; Singapore; On-site; SGD 45,000 - 73,000; Full time

Job summary

CapitaLand Development Ltd - CDL in Singapore seeks a proactive Front Office Supervisor to lead guest services at our property. You will oversee front desk operations, manage a team, ensure room status accuracy, and drive service delivery that aligns with global standards.

The role emphasizes risk awareness, loss prevention, staff development, and delivering memorable guest experiences through upselling and proactive problem solving.

Responsibilities

• Manage front office operations
• Supervise team’s delivery of guest services to ensure adherence to organisational standards and procedures
• Coordinate daily front office activities to ensure operational efficiency
• Plan resources and allocate work assignments to team members
• Maintain accurate room status information
• Handle irregularities related to the delivery of front office service
• Supervise upselling procedures to maximise room revenue
• Assist in the check-ins and check-outs of VIP guests and large groups
• Supervise switchboard services and related call services Drive service and operational excellence
• Monitor and facilitate service responses to guests’ requests to ensure timely and appropriate follow-up
• Provide information and recommendations to guests on property’s amenities, services and tourism-related activities
• Resolve guests’ concerns and feedback to ensure guest satisfaction
• Build rapport with guests to enhance service experience
• Monitor guest satisfaction levels and feedback for service improvement
• Propose improvements to enhance operational efficiency and guest experience
• Implement innovation, improvement and sustainability plans for continuous improvement
• Act as a role model for service excellence to drive service culture Manage operational risks
• Monitor team’s compliance with data protection regulation and organisational security procedures for guest registration and credit and cash transactions
• Manage and scan crowd to identify and analyse signs of potential security threat for appropriate follow-up
• Execute response and recovery actions during emergency situations
• Implement loss and risk prevention policies and procedures Manage human resources, finance and report management
• Verify and analyse operations reports and guest statistics for management updates
• Identify training needs and implement training plans to enhance team capabilities
• Provide coaching and feedback to improve team performance
• Monitor team performance and provide feedback for improvement

Job description

CapitaLand Development Ltd - CDL in Singapore seeks a proactive Front Office Supervisor to lead guest services at our property. You will oversee front desk operations, manage a team, ensure room status accuracy, and drive service delivery that aligns with global standards.

The role emphasizes risk awareness, loss prevention, staff development, and delivering memorable guest experiences through upselling and proactive problem solving.