Guest Services Manager (Duty Manager)

NEW PARK PROPERTY PTE. LTD.; Singapore; On-site; SGD 55,000 - 75,000; Full time

Job summary

NEW PARK PROPERTY PTE. LTD. is seeking a Guest Services Manager to oversee daily Front Office operations and ensure top-tier hospitality. You will respond to guest incidents, anticipate needs, and lead a team to deliver memorable service.

In this role, you will monitor bookings, supervise staff, handle inquiries and complaints, and collaborate with Finance on credit policies. Strong communication and guest-centric approach are essential.

Responsibilities

• Accommodate guest needs and requests with personalized service.
• Monitor daily bookings and ensure rooms are prepared prior to check-in.
• Assist with the daily operations of Front Office.
• Supervise daily duties, assign tasks, and check on progress.
• Handle guests’ enquiries and incidents.
• Maintain close contact with guests to understand feedback and trends.
• Resolve complaints and negotiate to settle grievances.
• Strive to improve service performance and deliver above-and-beyond guest satisfaction.
• Collaborate with Finance on credit policies and procedures.
• Understand the impact of Front Office operations on property financial goals.

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.