Service Operations Lead — Guest Experience & Safety

HOTEL CHANCELLOR @ ORCHARD PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A hotel in Singapore is seeking a management professional to provide leadership in the absence of senior management, supervise the Service Operations team, and ensure high guest service standards. Responsibilities include engaging staff, managing incidents, and handling guest feedback effectively. This role is crucial for maintaining a safe work culture and implementing operational schedules. The ideal candidate will excel in team leadership and service quality improvement.

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.
• Manage escalated service-related incidents.
• Supervise and guide the Service Operations team in daily operations.
• Ensure operations and guest service standards are followed.
• Manage and work closely with outsourced Security vendor.
• Handle guests’ feedback and take appropriate actions.
• Conduct daily briefings and write incident reports.
• Enforce a safe and secure work culture.
• Implement and monitor daily work schedules.

Job description

A hotel in Singapore is seeking a management professional to provide leadership in the absence of senior management, supervise the Service Operations team, and ensure high guest service standards. Responsibilities include engaging staff, managing incidents, and handling guest feedback effectively. This role is crucial for maintaining a safe work culture and implementing operational schedules. The ideal candidate will excel in team leadership and service quality improvement.