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 work together with Housekeeping, Engineering and Security Departments and report directly to the Residence Manager.
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:
- To Coordinating with the Housekeeping team to ensure that arrival apartments are ready before the check-in time
- To 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 Degree 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
