Assistant Guest Services Manager

Job Summary

The Assistant Guest Services Manager is responsible for the day-to-day guest relation activities and experience, including, but not limited to the following:

• The delivery of property experiences.
• Managing the hotel’s online reputation.
• Gathering guest feedback and identifying areas of improvement.
• Driving position online reviews and brand reputation.

Job Responsibilities

Guest Experience

• Welcome and bid farewell to VIP guests on behalf of the Management.
• Take care of VIP guests – anticipate and fulfil their needs.
• Inspect VIP arrival rooms and Show Rooms.
• Coordinate with the Front Office team on group arrivals and departures.
• Attend to guest requests/feedback in general, ensuring the best guest experience through the “Jean” experience under the Park Regis by Prince brand.
• Correspond with guests on other matters via email or as directed.
• Handle (or assist with) guest complaints/occurrences and make accurate and unbiased log entries for fellow managers' attention.

Operations

• Be available in the Lobby at all times to attend to matters and to ensure the smooth flow of lobby movements.
• Be fully conversant with Fire and Emergency procedures.
• Frequently inspect the hotel to ensure its cleanliness, safety, and upkeep and report any findings to the respective departments.
• Coordinate among the engineering, housekeeping, and front office departments to handle and ensure ongoing room projects (PMR/ air-con servicing, etc.) are completed and rooms are back into the inventory in time to minimise revenue loss.
• Coordinate with the Security Department, the Rooms Division Manager (RDM), and the General Manager (GM) regarding any suspected criminal act within the hotel.
• Recommend improvements in hotel operations – Processes, Services or Revenue.
• Ensure the sufficient and strategic deployment of manning—adjusting the duty roster in advance, deploying a team to perform lobby duties, coordinating meal breaks, etc.
• Approve rebates, paid out and guest entertainment expenses, noting valid reasons and ensuring they are supported by necessary documents and reported daily to the RDM and GM as company policy requires.
• Assist in conducting shift briefings and provide feedback and information to the team in the RDM's absence.
• And such other tasks and responsibilities as may reasonably be required for the needs of the business and to fulfil your role.

Branding

• Be the champion for Park Regis by Prince brand.
• Staying updated with the Hotel’s Products, Promotions, and happenings in Singapore is a core requirement as part of the “Jean” experience under the Park Regis by Prince brand.
• Conduct brand awareness training for new and existing staff regarding key signature experiences under the current Park Regis brand and the future Park Regis by Prince brand.
• Conduct “Jean” experience training for new and existing staff to ensure the signature “Jean” experience is maintained in line with brand standards.
• Monitor guest experience reviews and statistics and make recommendations to bridge gaps and enhance service standards.

Talent Profile

• Relevant experience in the hospitality industry in similar capacity.
• Excellent written and oral communication skills.
• Ability to work under minimum supervision.
• Highly customer service oriented.