Supervisor, Guest Service

Ascott International Management Pte Ltd.; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

Ascott International Management Pte Ltd in Singapore seeks a Guest Service Supervisor to oversee daily guest service operations at our serviced residence, creating a home-away-from-home atmosphere and ensuring residents' satisfaction.

You will review standards, coordinate with departments, assist with check-ins/check-outs, manage resident accounts in the system, and support the onboarding of new staff. A supervisory mindset and shift flexibility are essential.

Qualifications

• At least 3 years of relevant work experience, preferably in hospitality and in a supervisory role.
• Service-oriented mindset with a focus on guest satisfaction.
• Willingness to perform shifts and manage a small team.

Responsibilities

• Review standards according to operating procedures and assist in preparing operational reports to Management.
• Promote teamwork and quality service within the team and coordinate with other departments.
• Manage smooth department operations, delegate work, and schedule employees for full ground coverage.
• Assist residents with check-in and check-out procedures.
• Ensure residents are attended to at the Front Desk and issue apartment access key cards.
• Attend to and anticipate residents' queries and needs; provide recommendations on local amenities and reservations.
• Manage residents' accounts, information, and apartment availability in the system; perform simple bookkeeping.
• Assist with onboarding process for new employees; handle walk-ins, emails, and calls; log feedback and complaints.

Skills

Service-oriented

Supervisory skills

Coaching and guiding

Shift flexibility

Education

Degree/Diploma/Higher NITEC in Hospitality or Hotel Management or equivalent

Job description

You will assist the Manager or Assistant Manager, Guest Service in overseeing the daily guest service operations in our Serviced Residence. You will also create a lasting atmosphere that enables residents' satisfaction and provide a sense of home away from home. You will report directly to the Manager or Assistant Manager, Guest Service. Responsibilities

You Will:

• Assist to review standards according to operating procedures and provide support in preparing operational reports to the Management
• Promote teamwork and quality service within the team and coordination with the other departments
• Assist to manage the smooth operations of the department, such as delegating work, communicating goals and scheduling employees to ensure full coverage on the ground
• Assist residents with check-in and check-out procedures
• Ensure all residents are attended to at the Front Desk
• Issue apartment access key cards
• Attend to and anticipate all residents' queries and needs
• Provide recommendations on nearby amenities, places of interest and assist residents in making travel, tours and restaurant reservation arrangements
• Manage residents' accounts, information and apartment availability in the system
• Perform simple bookkeeping
• Make and confirm reservations
• Assist with the onboarding process for new employees
• Respond to walk-ins, emails, calls and assist with queries and requests
• Handle and record resident feedback and complaints, and refer them to managers
• Perform related tasks as assigned

You Have:

• At least 3 years of relevant work experience, preferably in the hospitality industry and in a Supervisory role
• Attained at least a Degree, Diploma or Higher NITEC in Hospitality, Hotel Management, or an equivalent qualification
• Service-oriented
• Supervisory skills
• Passion for coaching and guiding
• Passion in learning a variety of tasks, including handling paperwork and managing a team
• Willingness to perform shifts