Leadership and Team Management:
- Lead, motivate, and manage a diverse team of guest services professionals across various locations within the APAC region.
- Implement a training plan to ensure the team is equipped with the latest hospitality standards and practices.
- Promote and ensure inclusivity within the team, encouraging diverse perspectives and creating a supportive atmosphere for all employees.
- Implement communication strategy with the team, clients, and relevant stakeholders across all the sites.
Operations:
- Oversee all front desk, hospitality, room reservations and switchboard activities, ensuring efficient and exceptional service.
- Develop and implement standard operating procedures (SOPs) for front desk, hospitality, room reservations.
- Ensure a high standard of guest satisfaction by anticipating the guests needs.
- Collect and analyze guest feedback to continuously improve service quality.
- Implement initiatives to constantly improve the overall guest experience.
Contract Management:
- Monitor and manage budgets related to guest services operations.
- Complete period end finance process.
- Prepare regular reports on operational performance and guest satisfaction metrics.
- Ensure compliance with all health, safety, and regulatory requirements.
- Manage regular meeting cadence and presentations with the clients.
- Ensure SLA/KPIs are adhered to at all times and achieved to the highest possible level.
- Ensure full team adheres to both of client and Compass policies.
- Manage vendor relationships to ensure the highest quality of services.
Strategic Planning:
- Develop and implement strategic plans to enhance guest services across the regions.
- Identify opportunities for service improvements and cost efficiencies.
- Seek opportunities to develop the contract where possible.
- Stay updated on industry trends and best practices to keep the organization competitive.
Requirements:
- Min Diploma/ Degree in Marketing, Business Administration or relevant.
- At least 6 years experience in Operations/ F&B experience/ Hospitality.
- Strong leadership and team management skills.
- Passion for service excellence.
- Strong problem-solving skills and attention to detail.
- Ability to develop strategy and innovation.
- Financial awareness.
- Impeccable personal presentation
- Excellent communication and interpersonal skills.
- Must be well organised and able to manage multiple tasks.
