Guest Services Manager (Duty Manager)

New Park Property; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

New Park Property in Singapore is seeking a Guest Services Manager to oversee daily Front Office operations and ensure hospitality excellence. You will attend to guest incidents, manage inquiries, and work closely with the team to deliver personalized service that enhances guest satisfaction.

The role involves supervising daily duties, monitoring bookings, ensuring room readiness, handling complaints, and aligning Front Office activities with the property's financial goals.

Responsibilities

• Accommodates all guest needs and requests, anticipating guest needs, and creating memorable experiences through personalized service
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Assists with the daily operations of Front Office
• Supervises daily duties, assign tasks, and check on progress
• Handles guests’ enquiries and incidents
• Has regular and close contact with guests to ensure in-depth understanding of feedback and trends
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
• Strives to improve service performance and provides services that are above and beyond for complete guest satisfaction
• Cooperates with the Finance team and leads the Front Office team on credit policies and procedures.
• Understands the impact of Front Office operations on the overall property financial goals and objectives.
• Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas.
• Carries out any other duties as and when assigned by the management and department.

Job description

The Guest Services Manager oversees the daily Front Office operations, ensuring that the highest levels of hospitality and services are provided. He/she attends to guest incidents and handles all any guest related matters.

Primary Responsibilities

• Accommodates all guest needs and requests, anticipating guest needs, and creating memorable experiences through personalized service
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Assists with the daily operations of Front Office
• Supervises daily duties, assign tasks, and check on progress
• Handles guests’ enquiries and incidents
• Has regular and close contact with guests to ensure in-depth understanding of feedback and trends
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
• Strives to improve service performance and provides services that are above and beyond for complete guest satisfaction
• Cooperates with the Finance team and leads the Front Office team on credit policies and procedures.
• Understands the impact of Front Office operations on the overall property financial goals and objectives.
• Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas.
• Carries out any other duties as and when assigned by the management and department.