Job Responsibilities
Supervise Day to Day Operations
- Responsible to carry out all business operational activities at Marina Bay Sands (MBS) including customer grievance/complaint handling, legal and safety matters with regard to such operations.
- Perform Guest meet and greet and farewell process according to the set standard.
- Up to date of internal promotions and be familiar with the local community and famous events in town. Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore.
- Resolve issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction and communicate to Manager and Service Management for any necessary follow up.
- Conduct daily briefing to ensure important information and updates are shared among team members.
- Disseminate and clarify understanding of all new promotional packages, rate plans and product information associated with these programs.
- Be conversant with all areas of the Front Office including FIT, Group and Casino reservations; can be assigned to certain specialist areas to supervise at any one time.
- Monitor daily front office operations ensuring that tasks are carried out and guest requests are attended at the pre-determined standards.
- Adapt to changes, implement and monitor front office operations to ensure adherence to organisational operating procedures and service standards
- Assist management to execute enhancement projects and new processes and follow-through with detailed evaluation.
- Review manpower allocation for front office operations.
- Conduct regular inspections on service delivery.
- Identify and resolve deviations and irregularities related to front office operations.
- Service Audit check-in/out process for every team member at least once a month to ensure established Service Quality Standards are met
Lead Service and Operational Excellence
- Recommend new ideas to enhance guest experience and revenue generation.
- Supervise the delivery of services to guests consistent to the company’s core service standards, brand attributes and compliance.
- Collect and update all guest personal information, preferences, practices and interests to ensure accurate guest profile and history in OPERA.
- Respond and review guest comments, requests and complaints and resolve in a timely and professional manner; take personal responsibility to resolve issues and identify how to minimize reoccurrences with various stakeholders.
Supervise Operational Risks
- Be aware of OSHA (Occupational Safety and Health Act), practices and reinforces safety guidelines.
- Report and document special incidents that command management’s attention; incidents may include vandalism, fight, fire, abuse, accidents, etc.
- Operationalise compliance management on hygiene, workplace safety and health, and data protection requirements.
- Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department
- Be conversant with all facets of Front office operations including fire safety and emergency related procedures
- Supervise emergency situations.
Achieve Employee Engagement
- Responsible for motivating, coaching and counseling of Team Members appropriately and in ensuring their job skills are constantly being improved and developed to exceed guests’ expectations.
- To provide genuine and accurate feedback for Team member’s improvement in discussion log specifically for new Team members during their on –the-job training period
- Establish learning and development plans and facilitate learning and development opportunities to enhance staff work performance includes self-growth and development.
- Ensure that all team members including self are well-mannered and groomed as per company standard at all times
- Hold regular meetings to communicate departmental updates and review operational standards and guest feedback; brainstorm and decide on ways in which operational flow can be improved
- Supervise, train, schedule, mentor Team Members and perform evaluations and make fair recommendations on confirmation or promotion.
- Demonstrate an enjoyment and enthusiasm for work through effective relationships with other Team Members/ Department by embracing OneMBS culture.
Assist Documentation, Financial and report management
- Attend scheduled departmental meetings as required.
- Prepare reports (daily/weekly/monthly) as stipulated by management.
- Review systems and processes for workflow and productivity improvement.
- Perform administrative duties e.g. inventory and purchasing, updating of butlers’ personal files
- Update information sheet, menus and restaurant list periodically for executives/agents to use in their daily operations.
- Observe the usage of supplies to ensure that it’s within budget and minimize wastage.
- Develop and maintain close liaison with all other Departments so as to have a good understanding of other Departments’ operational flow, thus ensuring seamless guest services throughout the hotel through effective communication and coordination.
- Contribute ideas to and cooperate in the execution of strategic plan initiatives in support of the company vision, mission, value and guiding principles
- Assist in the implementation of sustainability programmes to drive organisational green initiatives
- Perform any other duties and responsibilities as and when assigned by Management
JOB REQUIREMENTS
Education & Certification
- Minimum GCE O Level.
- Diploma or Bachelor Degree in Hospitality Management from a recognized institution is an advantage
Experience
- Minimum 1 year experience in the same capacity
- Proven leadership skills and ability to operate independently
- Good guest relation and problem solving skills
- Good planning and execution skills
- Ability to manage time, organize, good communication and motivational skills
- Meet the attendance guidelines of the job and adhere to departmental and company policies
Competencies
- Proficient in the use of Property Management System and all relevant property management systems such as FCS, LIS
- Basic knowledge in Microsoft Office applications
- Candidates must have a good command of spoken and written English, and any additional language is an advantage
- Pays attention to details and have strong customer service skills
- Mature, meticulous, resourceful, organized and able to work independently
- A team player and takes initiative to assist other Team Members when required
- Have impeccable follow-through; and “Can Do” attitude and mindset.
- Be willing to work any day and any shift
- Well-groomed and professional disposition.
