Assistant Manager, Guest Services

About the role

Fairmont Singapore and Swissôtel The Stamford, two Accor hotels in the heart of Singapore's shopping, dining and entertainment districts, are looking for an Assistant Manager, Guest Services. The role leads the Guest Services team and ensures a personalized, efficient arrival and departure experience for guests, especially during peak times and group movements.

Key responsibilities

• Assign sufficient manning to meet daily operational needs and plan group arrivals, departures and movements to keep operations efficient.
• Keep driveway and traffic flow smooth during heavy check-ins, check-outs, group arrivals, departures and events.
• Coordinate with the convention organizer for error-free handling of group luggage and deliveries.
• Plan and review rosters to meet productivity goals.
• Lead the Guest Services team to personalize the guest arrival and departure experience.
• Audit colleagues' service standards and ensure compliance with hotel standards; counsel and take disciplinary action where needed.
• Take personal part in the arrival, rooming and departure of key and VIP guests, and be present at the lobby and driveway during critical guest flows.
• Plan, review, train, monitor, evaluate and counsel employees, and attend department and operational meetings.
• Handle and investigate guest requests and complaints, and respond to emergencies.

Required profile

• Tertiary education in any discipline and hotel-related experience.
• Minimum 2 years of supervisory experience in the service industry.
• Confident, clear English; knowledge of a second language preferred.
• Leadership qualities, strong communication and interpersonal skills, and a guest-focused, service-oriented attitude.
• Willingness to embrace change and new technology, and a team-player approach.

Required skills

• Knowledge of the Opera system and other sub-systems interfaced to the PABX and/or the hotel's computer system.
• Knowledge of bell, concierge and valet operations.
• Knowledge of delivery system processes and procedures (currently SSM/RSM).