Assistant Guest Services Manager

HOTEL OVERVIEW

Strategically located in the heart of Singapore’s shopping, dining and entertainment districts and with the City Hall and Esplanade Mass Rapid Transit (MRT) train stations and other major transportation nodes at its doorstep, Fairmont Singapore and Swissôtel The Stamford are the gateway to explore Singapore’s landscapes at your convenience. With a total of 2,030 well-appointed guestrooms, both hotels also offer a distinct collection of 12 lifestyle and dining choices including Michelin-starred fine dining restaurant JAAN by Kirk Westaway, cutting-edge meeting space at Raffles City Convention Centre with 34 meeting rooms and one of Asia’s largest spas, Willow Stream Spa.

ABOUT OUR COMPANY

At Fairmont Singapore and Swissôtel The Stamford, we design career plans and unveil new professional perspectives through our various development programs. We shine when YOU shine. Come and be part of our dynamic team and experience immerse growth and career opportunities with us.

Summary of Responsibilities:

The main responsibilities and tasks of this position are as listed below, but not limited to these:

• Assign sufficient manning to cater for daily operational needs
• Planning of group movement/arrivals/departures and ensuring operational efficiency
• Ensure smooth running of driveway and traffic flow in particular during heavy check-in/out of groups arrival/departure and functions/events in hotels
• Liaise and coordinate with Convention Organizer to ensure efficient error free handling of group luggage and deliveries as well as smooth traffic flow at driveway
• Plan and review rosters to ensure productivity goals are met
• Lead the Guest Services team to personalize the guest arrival/departure experience
• Conduct audit checks on colleague’s service standards and ensure compliance with hotel standards
• Personal involvement in the arrival, rooming, and departure of key/VIP guests
• Presence at lobby and driveway at critical guest flow time
• Planning, reviewing, training, monitoring, evaluation and counseling of employees
• Counseling and disciplinary action for colleagues non-compliance with procedures and behavior
• Attend any department and operational meetings
• Attend to emergency situations
• Handling and investigation of guest requests/complaints

• Teritary education in any discipline and hotel related experience
• Minimum 2 years experience in supervisory position in the service industry
• English with knowledge of second language preferred
• Knowledge of Opera system and other related sub-systems interfaced to the PABX and/or the hotel’s computer system
• Knowledge of operations of Bell, Concierge & Valet operations
• Knowledge of processes and procedures of delivery systems. Currently SSM/RSM
• Communication skills for all levels of colleagues/guests, confident, clear English
• Interpersonal skills to deal with guests and colleague issues
• Posses leadership qualities
• Leads to constantly improve the guest service experience
• Willingness to embrace changes and new technology
• A team player, guest focused and service oriented attitude