Guest Service Team Leader

Pan Pacific Hotels and Resorts; Singapore; On-site; SGD 35,000 - 55,000; Full time

Job summary

A premier hotel chain in Central Singapore seeks a Guest Service Team Leader (GSTL) to assist in managing front office operations and enhance overall guest experiences. The role involves leading a team, addressing guest complaints, and ensuring high service standards. Candidates should possess excellent communication skills and be approachable. This full-time position offers an opportunity to excel in a dynamic hospitality environment.

Qualifications

• Must be a friendly and approachable individual.
• Responsible for increasing overall guest stay experience.
• Competent in performing front office tasks and processes.

Responsibilities

• Provide professional and courteous service to all guests.
• Assist in training the team and driving the hotel's culture.
• Address and rectify guest concerns and complaints.
• Monitor operational readiness of equipment and supplies.
• Organize and coordinate guest activities.

Skills

Excellent communication skills

Problem-solving skills

Professional appearance

Knowledge of property management systems

Team training abilities

Job description

Pan Pacific Hotels and Resorts – Central Singapore

Guest Service Team Leader (GSTL) assists the Manager in leading the team of front office, back office, and Pacific Lounge functions, in accordance with Pan Pacific Service Suites standards. GSTL must be a friendly, approachable individual and possess excellent communication and problem‑solving skills. He/she is responsible for increasing overall guest stay experience. He/she is portrayed as a role‑model, assisting Assistant Guest Relations Manager to train and drive the culture of the team along with the Company’s Core Values.

Responsible in meeting guest needs and exceeding guest expectations. Addressing and rectifying guest concerns and complaints, and performing office duties such as associate work schedules, monthly reports, and coordinating with other departments.

Primary Responsibilities

• Provide professional, courteous, and efficient level of service to all internal and external guests in line with the Standard Operating Procedures, ensuring a high level of liaison is maintained between front office and all other departments within the hotel.
• GSTL must always project a professional, business‑like appearance by adhering to the uniform and personal hygiene guidelines, and portray as a role‑model assisting the Assistant Guest Services Manager to train and drive the culture of the team along with the Company’s Core Values.
• Allocate room assignments, reviewing arrivals, VIPs, amenities, and special requests; coordinate and communicate with relevant departments to ensure all preferences and special requests are met.
• Assist the Manager in providing direction and managing the room inventory for the Front Office with the objective of ensuring room types of preferences and accommodation are available upon guest arrival.
• Deliver a level of personalised service that exceeds not only the expectation of the guests but adds a point of difference from the service provided anywhere else within the Serviced Suites.
• Possess competent working knowledge of the property management systems (PMS) and Standard Operating Process required for performing Front Office tasks, processes, and systems such as registration, cashiering, and room assignment while adhering to all company credit policies to ensure all revenue is received.
• Coordinate room‑related site inspections required by Sales and monitor the ‘Manual Hold’ and ‘Work Order’ rooms.
• Always be present in the guest area during high traffic times to assist front‑office employees and ensure smooth operations; handle guest complaints and feedback and take necessary steps for service recovery, ensuring the DM log is accurately updated.
• Monitor daily and monthly enrollment of the DISCOVERY Loyalty Program, guest benefits, and points submission (if required).
• Check and verify Guest Service Ambassador cashiering and due‑out at the end of every shift in accordance with set guidelines, ensuring all cash floats are intact and all necessary reports are completed and signed.
• Monitor due‑out rooms for the day (Departure Report by time) and ensure they are cleared by the end of the shift, working closely with the Housekeeping Team to identify discrepancies.
• Assist the Manager in training the team to the highest possible standard, ensuring training covers technical, hospitality, communication, management, and organizational skills.
• Assist in orientation and training of new hires.
• Undertake any other tasks and assignments assigned by the Assistant/Manager of Front Office.
• Ensure efficiency and maintenance of operational readiness of equipment and supplies.
• Maintain overall cleanliness of the Front Office, Lobby, Pacific Lounge, and Living Room.
• Plan, organise, and coordinate quarterly activities for guests and recommend ideas to enhance guest stay experience.
• Continuously strive and monitor Front Office objectives such as TripAdvisor and TrustYou.
• Perform other office duties such as associate work schedules, timesheets, and other monthly reports as required.

Other Responsibilities

• Ensure that all Key Policies are enforced and adhered to.
• Enforce and comply with Rules and Regulations stipulated in the Employee Handbook.
• Perform other duties assigned by the Management from time to time.
• Attend Workplace Safety and Health meetings as deemed suitable by the management.