GUEST SERVICES MANAGER

Martino Agency; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Martino Agency is seeking a Guest Services Manager to oversee front office operations and ensure exceptional guest satisfaction. You will lead a team, resolve complaints, and drive service quality across daily activities.

The role requires coordinating with housekeeping, maintenance, and security, managing inquiries, and maintaining high performance standards in a fast-paced environment.

Experience in guest services and strong communication are essential for success.

Qualifications

• Strong verbal and written English communication.
• Fluency in additional languages is a plus.
• Proven leadership and training ability.

Responsibilities

• Proactively manage guest satisfaction and resolve complaints.
• Hire, train, schedule, and evaluate front office staff.
• Coordinate with housekeeping, maintenance, and security on requests.
• Monitor online reviews and feedback to identify service gaps.
• Monitor room rates, inventory, cash procedures, and billing.

Skills

Communication skills

Team leadership

Customer service

Conflict resolution

Tools

MS Office

Job description

A Guest Services Manager oversees all front office operations, ensuring exceptional guest satisfaction and seamless service. They manage staff, resolve complex complaints, train employees, and monitor daily operations to maximize service quality and efficiency.

Responsibilities:

• Proactively manage guest satisfaction, respond to inquiries, and resolve complaints effectively.
• Hire, train, schedule, and evaluate front office personnel to maintain high performance standards.
• Coordinate with housekeeping, maintenance, and security departments to fulfill special requests and VIP needs.
• online reviews and internal feedback, utilizing tools like CRM systems to identify service gaps and improve scores.
• Monitor room rates and inventory, handle cash procedures, and ensure proper billing

Qualifications:

• Strong verbal and written communication skills in English, often requiring fluency in additional languages.
• Proven ability to lead, motivate, and train a team.
• Proficiency MSOffice Suite.
• Stronginterpersonal and conflict-resolution skills to handle, fast-paced environments under pressure