Assistant Manager, Guest Services

About the role

The Assistant Manager, Guest Services will lead the Guest Services team at Fairmont Singapore and Swissôtel The Stamford, ensuring a seamless arrival and departure experience for all guests, including VIPs and large groups.

Key responsibilities

• Allocate staffing levels to meet daily operational needs.
• Plan and coordinate group movements, arrivals, and departures to optimise traffic flow in the driveway and lobby.
• Liaise with convention organizers to manage luggage, deliveries and traffic during events.
• Develop and review rosters to achieve productivity targets.
• Lead, train, monitor and evaluate team members, conducting audits on service standards.
• Provide personal assistance for VIP guest arrivals, rooming and departures.
• Handle emergency situations, guest complaints and requests promptly.
• Participate in departmental meetings and enforce disciplinary actions when required.

Required profile

• Tertiary education in any discipline.
• Minimum 2 years supervisory experience in the service or hospitality industry.
• Fluent English; additional language is a plus.
• Strong communication and interpersonal skills.
• Leadership qualities with a focus on continuous service improvement.
• Adaptability to new technologies and changes.

Required skills

• Proficiency with the Opera Property Management System.
• Knowledge of PABX and related hotel computer subsystems.
• Understanding of Bell, Concierge and Valet operations.
• Familiarity with delivery system processes.