Guest Services Manager

Amara Singapore; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

A leading hotel in Singapore is seeking a Guest Service Manager to enhance guest experiences through exceptional service and proactive problem-solving. The role involves managing guest check-in/check-out processes, resolving complaints, and coordinating team activities to ensure full guest satisfaction.

Responsibilities

• Welcome and solicit guest feedback in the lobby.
• Perform check-in/check-out duties and manage guest complaints.
• Supervise team activities and conduct OJT training for staff.

Skills

Leadership

Multi-tasking

Customer Service

Communication

Interpersonal Skills

Job description

RESPONSIBILITIES:

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

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

• Resolve guests complaints to their satisfaction.

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

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

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

• Complete Daily Duty Manager log after each shift.

• Prepare Guest incident report

• Keep informed on all current matters and maintain complete and readily accessible files and records necessary for effective operation.

• Maintain close liaison with all other departments to ensure 100% guests satisfaction.

• Conduct daily roll call with the team. Assign, coordinate, and supervise work activities of team. Communicate activities, any problems and/or special information.

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

JOB REQUIREMENTS:

• Good leadership skills

• Ability to multi-task in a demanding environment

• Excellent customer service, communication and interpersonal skills