Intern, Guest Service

CapitaLand Investment Limited; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

CapitaLand Group is seeking a capable Front Office Supervisor to manage front office operations and supervise a team delivering guest services in line with organisational standards. You will coordinate daily activities, plan resources, and maintain accurate room status information.

The role also involves handling irregularities, upselling, and VIP guest check-ins/outs to maximise revenue. Additionally, you will monitor guest satisfaction, provide information about amenities, resolve concerns,

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
• 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
• 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
• 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

Job description

About Us

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

Job Description

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

Closing Statement

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.