Service Operations Lead: Guest Experience & Events

HOTEL CHANCELLOR @ ORCHARD PTE. LTD.; Singapore; On-site; SGD 39,000 - 61,000; Full time

Job summary

HOTEL CHANCELLOR @ ORCHARD PTE. LTD. in Singapore seeks a Service Operations lead to supervise daily operations and support front-line staff to maintain exceptional guest service.

You will ensure service standards, handle escalated incidents, and coordinate with outsourced security to safeguard guests and property. The role emphasizes weekend/public holiday coverage and major event support.

Responsibilities

• Provide leadership presence in absence of Senior Management on Weekends, Public Holidays & Major Events.
• Engage & support front-line staff and supervisors, providing recognition and appreciating their work.
• Managing escalated service-related incidents.
• Supervise and guide the Service Operations team in terms of daily operations and administrative duties.
• Ensure established operations and guest service standards are followed.
• Manage and work closely with outsourced Security vendor.
• Handle guests’ feedbacks and determine appropriate actions to ensure it meets or exceed guests’ expectations.
• Conduct daily briefings and write incident reports with after action reviews.
• Enforce a safe and secure work culture.
• Implement and monitor daily work schedules for the Service Operations team.
• Assist with any additional duties or projects as required.

Job description

HOTEL CHANCELLOR @ ORCHARD PTE. LTD. in Singapore seeks a Service Operations lead to supervise daily operations and support front-line staff to maintain exceptional guest service.

You will ensure service standards, handle escalated incidents, and coordinate with outsourced security to safeguard guests and property. The role emphasizes weekend/public holiday coverage and major event support.