Guest Experience & Service Operations Manager

Westin Hotels & Resorts; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

Westin Hotels & Resorts at 12 Marina View, Singapore delivers premier guest services with a focus on operating excellence and wellness. This leadership role ensures the department runs smoothly, handles inquiries, and drives guest satisfaction with proactive service and meticulous attention to detail.

The Manager oversees daily operations, coaches staff, and tracks guest requests to improve processes and financial performance while maintaining Westin's renowned hospitality standards.

Qualifications

• High school diploma or GED with 2 years experience in guest services/front desk.
• Or 2-year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

• Oversee day-to-day front desk and guest services operations.
• Ensure timely and accurate processing of guest requests and room service orders.
• Coach and supervise agents to maintain high service standards.
• Monitor guest issues and coordinate resolutions with relevant teams.
• Manage department budgeting, purchasing, and invoice payments.
• Schedule staff to meet service levels and ensure coverage.

Skills

Leadership

Customer service

Communication

Staff supervision

Education

High school diploma or GED

2-year degree in Hotel & Restaurant Management or related major

Job description

Westin Hotels & Resorts at 12 Marina View, Singapore delivers premier guest services with a focus on operating excellence and wellness. This leadership role ensures the department runs smoothly, handles inquiries, and drives guest satisfaction with proactive service and meticulous attention to detail.

The Manager oversees daily operations, coaches staff, and tracks guest requests to improve processes and financial performance while maintaining Westin's renowned hospitality standards.