Intern, Guest Service

Ascott International Management Pte Ltd; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

Ascott International Management Pte Ltd is looking for a dedicated Front Office Manager in Singapore. This role involves managing front office operations, ensuring organizational standards are upheld, and driving service and operational excellence.

Key responsibilities include supervising guest services, monitoring guest satisfaction, and managing human resources and operational risks. The ideal candidate should have proven experience in front office management and team leadership.

Qualifications

• Proven experience in managing front office operations.
• Strong ability to lead a team and manage guest services.
• Capacity to handle operational risks and compliance.

Responsibilities

• Supervise team delivery of guest services.
• Monitor guest satisfaction and implement improvements.
• Manage human resources and training plans.

Skills

Guest service management

Team leadership

Operational efficiency

Problem-solving

Communication skills

Job description

CapitaLand Group is one of Asia’s largest diversified real estate groups headquartered in Singapore. The portfolio focuses on real‑estate investment management, development and operations across more than 270 cities in over 45 countries.

Responsibilities

Manage front office operations

• Supervise team's delivery of guest services to ensure adherence to organisational standards and procedures
• Coordinate daily front‑office activities to ensure operational efficiency
• Plan resources and allocate work assignments to team members
• Maintain accurate room status information
• Handle irregularities related to the delivery of front‑office service
• Supervise upselling procedures to maximise room revenue
• Assist in the check‑ins and check‑outs of VIP guests and large groups
• Supervise switchboard services and related call services

Drive service and operational excellence

• Monitor and facilitate service responses to guests' requests to ensure timely and appropriate follow‑up
• Provide information and recommendations to guests on property's amenities, services and tourism‑related activities
• Resolve guests' concerns and feedback to ensure guest satisfaction
• Build rapport with guests to enhance service experience
• Monitor guest satisfaction levels and feedback for service improvement
• Propose improvements to enhance operational efficiency and guest experience
• Implement innovation, improvement and sustainability plans for continuous improvement
• Act as a role model for service excellence to drive service culture

Manage operational risks

• Monitor team's compliance with data protection regulation and organisational security procedures for guest registration and credit and cash transactions
• Manage and scan crowd to identify and analyse signs of potential security threat for appropriate follow‑up
• Execute response and recovery actions during emergency situations
• Implement loss and risk prevention policies and procedures

Manage human resources, finance and report management

• Verify and analyse operations reports and guest statistics for management updates
• Identify training needs and implement training plans to enhance team capabilities
• Provide coaching and feedback to improve team performance
• Monitor team performance and provide feedback for improvement

At CapitaLand, we advocate fair employment practices and recruit talents based on merit and fit with our Corporate values. We provide equal opportunity for all qualified persons and build an inclusive workplace regardless of race, gender, age, religious belief or nationality. Only shortlisted candidates will be notified. We believe the success of our talent strategy goes beyond just recruiting the right talent; we strive to help our people grow, recognise their talents and hard work, and reward them for their efforts and achievements.