At Shangri-La Singapore we are a heart-warming family. We share something powerful – our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.
Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.
We are looking for a Front Office Leader to join our team!
As a Front Office Leader, we rely on you to:
The Service Leader – Front Office provides Front Desk and Guest Relations related guest services and supervision of the Reception and Guest Relations teams in accordance with the objectives, performance and quality standards established by Shangri-La Hotels & Resorts and the hotel.
Assist Valley Wing lounge and Summit Room, as required.
This multi-skilled role requires the Service Leader-Valley Wing (Shift Leader) to perform other additional tasks that may be assigned.
- To have knowledge of the operational systems of the Valley Wing & Guest relations operation and related areas.
- To have knowledge of Shangri-La’s standard operating policies and procedures relating to the Concierge department and related areas of the Front Office operation.
- To have knowledge of Shangri-La’s current corporate programmes and local programmes
- Ensures personal engagement with all VIP & suite guests and their preferences are collected, correctly recorded and acted upon in order to delight our guests.
- Drives customer delight and retention by being a role model in delighting guests in every single interaction.
- Actively obtains feedback from guests to improve services and facilities.
- Responds promptly to guest feedback. Forwards to relevant departments if required and follows up to ensure appropriate action has been taken.
- Ensures all interactions with guests are handled professionally and with proper care and attention and in keeping with the hotel’s policies and procedures at all times.
- Ensures all VIPs, suite guests and delegates arriving and departing by re met and greeted and experience a smooth and seamless check in and check out.
- Ensures FIT guests arriving and departing by limousine are met and greeted and experience a smooth and seamless check in and check out.
- Ensures quality standards and procedures for the pre-arrival, arrival, in-house stay and departure of all GTC guests are followed and actioned consistently at all times.
- Escorts guests to their room, when required and sees them off from the hotel from departure, if appropriate.
- Supervises and guides Service Associates – Front Office to ensure hotel’s policies and procedures and service standards are adhered to at all times.
