You will lead the guest service operations in ensuring a warm and efficient welcome and departure for all residents and create a pleasant and lasting atmosphere that enables residents’ satisfaction and provide a sense of home away from home. You will report to Manager, Guest Service.
Responsibilities
You will:
• Manage the smooth operations of the department, such as delegating work, communicating goals and scheduling employees to ensure full coverage on the ground
• Review and implement the standard operating procedures (SOPs) and corporate standard and guidelines, ensuring that the department adheres to them
• Comply and maintain service and product audit by Global Operations
• Ensure employees receive skills upgrading, organise on-the-job training for employees and evaluate their effectiveness
• Evaluate employee performance and work with the Human Resource Team to provide staffing recommendations
• Promote teamwork and quality service within the team and coordination with the other departments
• Manage the expenses of the department and prepare the annual departmental operating budget and finance
• Oversee inventory control of the department and ensure all employees have the proper supplies and equipment to carry out their job responsibilities
• Attend to and anticipate residents’ queries and needs, especially those of VIP residents’, and perform the appropriate service recovery when necessary
• Review and follow up on residents’ feedback and satisfaction scores to improve quality and standards
• Ensure smooth check-in and check-out for residents by:
o Coordinating with the Housekeeping team to ensure that arrival apartments are ready before the check-in time
o Verifying the accuracy of all residents’ registration and check-out documents.
• Assist to develop pricing strategies and manage apartment allocations to maximise revenue and occupancy
• Review activities and brainstorm strategies to improve residents’ experiences
• Report any damage and maintenance defects to the Engineering Department
• Manage cash handling responsibilities, perform daily audit checks of all cashier closings, cash floats, guest registration forms, guest ledger balances, accounts receivable and aged debtors reports for corporate accounts
• Work with the Finance Department to monitor and follow up on receivables and processing of payables
• Perform and approve for cash and credit card refunds and ensure documents are checked and submitted to Finance
• Ensure that all payments are collected by the team upon check-in, and that all guest refunds through credit cards are submitted to Finance
• Account for all credit card settlements and ensure they tally with actual postings and amounts needed to be charged
• Coordinate with the Central Reservations and Sales Management Team on corporate clients and group bookings
• Assume other responsibilities as designated by the Residence Manager
Job Requirements
You have:
• At least 4 years of relevant work experience with managerial capacity in the hospitality industry
• Attained at least a ITE or Diploma in Hospitality, Hotel Management or an equivalent qualification
• Knowledge of change management and the ability to discover operational efficiencies
• Service-oriented, attentive to details and observant
• Management and supervisory skills
