Guest Service Manager

AMARA SINGAPORE; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading hotel in Singapore seeks a Guest Service Manager to oversee guest interactions and manage the front desk team. The ideal candidate will possess strong leadership skills, an ability to multi-task, and exceptional customer service capabilities. This role involves ensuring guest satisfaction through effective operations and talented staff management.

Qualifications

• Good leadership skills required.
• Ability to multi-task in a demanding environment essential.
• Excellent customer service and communication skills necessary.

Responsibilities

• Welcome guests and solicit feedback.
• Perform check-in/check-out duties.
• Resolve guest complaints and ensure satisfaction.
• Supervise team and conduct performance appraisals.

Skills

Leadership

Customer Service

Communication

Multi-tasking

Job description

RESPONSIBILITIES:

1. Spend ample time in lobby to welcome and solicit guests for feedback.

2. Perform check-in and check-out duties. Assign room and prepare keys for check-in.

3. Resolve guests complaints to their satisfaction.

4. Patrol with Security the hotel premises to ensure orderliness.

5. Responsible for the Guest Service Manager float and currency exchange.

6. Process 3rd party charges such as credit card charges.

7. Match bills with correspondence for billing to Corporate clients and Groups/Travel Agents.

8. Walk VIP guests and bridal couple to the guestroom.

9. Complete Daily Duty Manager log after each shift.

10. Prepare Guest incident report

11. Keep informed on all current matters and maintain complete and readily accessible files and records

necessary for effective operation.
12. Maintain close liaison with all other departments to ensure 100% guests satisfaction.

13. Attend Department meetings and other meetings as required.

14. Conduct daily roll call with the team. Assign, coordinate, and supervise work activities of team. Communicate

activities, any problems and/or special information.

15. Conduct OJT (On-the-Job) training for new and existing Associates on duty.

16. 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