Guest Services Supervisor

NEW PARK PROPERTY PTE. LTD.; Singapore; On-site; SGD 47,000 - 67,000; Full time

Job summary

NEW PARK PROPERTY PTE. LTD. is seeking a Guest Services Supervisor to lead the Front Desk team in daily operations, ensuring top hospitality across the guest journey and maximizing upsell opportunities.

You will oversee check-in/out, coordinate with Housekeeping, F&B, and Concierge, manage guest recognition, handle requests, and uphold brand standards to deliver consistent, memorable experiences at our Singapore property.

Qualifications

• Experience in guest services and hospitality is preferred.
• Strong communication and coordination with multiple departments.
• Ability to upsell and promote hotel services.

Responsibilities

• Proactively engaging with guests upon arrival or during check-in.
• Recommend guests for higher room categories, breakfast components, early check-in or late check-out fees.
• Ensure guests receive brand-standard experiences and help management achieve targets.
• Maintain guest folios and handle all cash and card transactions.
• Coordinate effectively within the Front Office and with other departments.
• Maintain guest recognition programs, reports, and handle guest complaints.
• Fulfill guest requests by coordinating with Housekeeping, F&B, Butler and Concierge.
• Supervise the Guest Service team for smooth check-in/check-out, VIP management and room blocking.
• Assist guests with luggage during arrival and departure.
• Explain room features and amenities to ensure comfort and satisfaction.
• Provide accurate city and Singapore information and directions to guests.
• Ensure guests in the driveway area receive a professional welcome and farewell.
• Coordinate all driveway area activities, including guest transportation.
• Maintain high standards of cleanliness and safety in the driveway area.
• Handle all guest requests and queries.

Job description

The Guest Services Supervisor will supervise the Front Desk team in the daily operations and ensure that the highest level of hospitality and services are rendered throughout the entire guest journey. Maximise the outcome of upsell and cross-sell opportunities

Primary Responsibilities

• Proactively engaging with guest upon arrival or during check in
• Recommend guest for either higher room category, breakfast component, early check in fee or late check out fee
• Ensuring guests receive the experience as detailed in brand standards. Aim to achieve the scores and goals set by managementMaximise the outcome of upsell and cross-sell opportunities
• Proactively engaging with guest upon arrival or during check in.
• Recommend guest for either higher room category, breakfast component, early check in fee or late check out fee.
• Maintain guest folios and handles all cash and credit card transactions
• Initiate and maintain effective coordination and communication within the Front Office department and other departments
• Maintain guest recognition programs, accurate guest recognition reports and handling of guests' complaints
• Ensure all guest requests are fulfilled by coordinating with the concerned departments i.e. Housekeeping, F&B, Butler and Concierge
• Supervise the Guest Service team to ensure smooth operations during check-in and check-out, VIP management and room blocking.
• Assist guests with luggage upon their arrival and departure
• Explain room features and amenities thus ensuring guest comfort and satisfaction throughout their stay in the hotel
• Provide accurate and valuable information and directions to guests about the city and Singapore, where appropriate
• Ensure that all guests in the driveway area receive the highest level of professional welcome and farewell from our hotel
• Ensure the overall co-ordination and execution of all activities at the hotel driveway area especially in relations to guest transportation
• Maintain high standard of cleanliness and safety at hotel driveway and vicinity to upkeep the image of the hotel
• Handles all guests’ requests and queries