Guest Services Supervisor

NEW PARK PROPERTY PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A prestigious hotel group in Singapore is seeking a Guest Services Supervisor to lead the Front Desk team. The ideal candidate will ensure smooth operations during check-in and check-out, provide exceptional service to guests, and coordinate with various departments to enhance guest experiences. Strong communication skills and a background in hospitality are essential for this role.

Qualifications

• Experience in hospitality management or guest services.
• Strong communication skills and customer service orientation.
• Ability to handle complaints and difficult situations.

Responsibilities

• Supervise the Front Desk team and ensure operations run smoothly.
• Engage with guests during arrival and check-in.
• Coordinate with other departments to fulfill guest requests.

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 management
• Maintain guest folios and handle 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 handle 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
• Handle all guests’ requests and queries