Guest Services Manager (Duty Manager)

About the role

Mandarin Oriental, Singapore, a luxury hotel overlooking Marina Bay, is looking for a Guest Services Manager to join its Front Office team. The role covers the daily smooth running of the Rooms Division, delivers exceptional guest experiences and maintains high service standards, and reports directly to the Front Office Manager.

Key responsibilities

• Attend to guest requests and complaints, investigate complaints and respond with an appropriate explanation and apology
• Ensure LQE and CQE are delivered and that operations in these areas run smoothly each day
• Coordinate with Front Office, Guest Services, Engineering, Housekeeping, Food and Beverage and Security on VIP arrivals, walk-ins, groups, special requests, room readiness, suspicious guests and criminal acts
• Coordinate with Front Office cashiers on vouchers, billing instructions, deposits, rebates and allowances to minimise bad debts and untraceable charges
• Inspect VIP arrival rooms, meet and greet VIP arrivals and departures, and uphold FLHSS procedures and grooming standards
• Hold daily briefings, weekly updates and monthly brainstorming, attend scheduled meetings and keep the reading file updated
• Check daily arrival reports, VIP rooms and special requests, and check public areas, equipment and event arrangements
• Log complaints and irregularities, handle emergencies until the General Manager or Hotel Manager arrives, and recommend operational improvements
• Run the night audit for HMS and InfoGenesis, conduct random checks on night-duty staff, and assist in all areas including rooms division updates and departmental training

Required profile

• Bachelor's degree, postgraduate diploma, professional degree, or equivalent
• At least 3 years of experience as guest services personnel in a luxury hotel or similar capacity
• Familiarity with emergency procedures, security protocols and guest service standards preferred
• Willingness to work shifts, weekends and public holidays

Required skills

• Strong knowledge of hotel operations, guest relations and service standards
• Knowledge of hotel operations, guest relations and service standards

What we offer

• Learning and development programmes tailored to each stage of your career
• MOstay programme offering complimentary nights and attractive rates for you and your family
• Health benefits and wellness programmes
• Retirement plans depending on length of service and role