Guest Service Ambassador/Team Leader

PAN PACIFIC SERVICED SUITES BEACH ROAD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading serviced suite is looking for a Front Office Manager to deliver exceptional guest service and manage the front office operations. This role requires coordinating with various departments and ensuring a positive guest experience while leading, training, and developing a team to uphold the company's service values.

Qualifications

• Excellent background in guest or customer service.

Responsibilities

• Provide professional and efficient service to guests.
• Manage room assignments and guest preferences.
• Coordinate with departments for smooth operations.
• Train and develop team members.

Skills

Customer service

Communication

Management

Tools

Property Management Systems (PMS)

Job description

Primary Responsibilities:

• Provide professional, courteous, and efficient service to all internal and external guests, following Standard Operating Procedures.
• Maintain high liaison levels between the front office and other hotel departments.
• Deliver personalized service that exceeds guest expectations and differentiates our service within the Serviced Suites.
• Project a professional, business-like appearance by adhering to uniform and personal hygiene standards. Act as a role model and assist in training team members to embody the company’s core values.
• Manage room assignments, review arrivals, VIPs, amenities, and special requests. Coordinate with relevant departments to meet guest preferences and requests.
• Supervise and manage the front office room inventory to ensure preferences and accommodations are available upon guest arrival.
• Possess working knowledge of property management systems (PMS) and standard operating processes, including registration, cashiering, and room assignment, while adhering to company credit policies to ensure revenue collection.
• Coordinate room inspections required by Sales, monitor 'Manual Hold' and 'Work Order' rooms.
• Be present in guest areas during peak times to assist staff and ensure smooth operations.
• Handle guest complaints and feedback, taking necessary actions for service recovery.
• Ensure the DM log is accurately maintained.
• Monitor daily and monthly enrollment in the DISCOVERY Loyalty Program, including guest benefits and points submission.
• Verify cashiering and checkout procedures for Guest Service Ambassadors at the end of each shift, ensuring cash floats are intact.
• Complete and sign necessary reports.
• Monitor daily departure rooms and ensure they are cleared by shift end.
• Collaborate with Housekeeping to identify and resolve discrepancies.
• Train and develop team members, providing training in technical, hospitality, communication, management, and organizational skills.
• Assist in onboarding and training new hires.
• Perform any other tasks assigned by the Assistant Guest Relations Manager and Operations Manager.
• Maintain operational readiness of equipment and supplies.
• Ensure cleanliness of the Front Office, Lobby, Pacific Lounge, and Living Room.
• Plan and organize quarterly guest activities and suggest ideas to enhance guest experience.
• Monitor and improve Front Office objectives such as TripAdvisor and TrustYou reviews.
• Support Food and Beverage operations in the Pacific Lounge during breakfast service.
• Handle office duties, including staff schedules, timesheets, and monthly reports.

Requirement:

• Excellent background in guest or customer service.