Director of Guest Services

About the role

Fairmont Singapore and Swissôtel The Stamford, two luxury hotels in the heart of Singapore's shopping, dining and entertainment districts, are seeking an accomplished Director of Guest Services. You will provide visionary leadership and oversee all aspects of Guest Services, including Concierge, Bell Service, Door Service, Parking Valet and Night Runners, shaping the guest experience and driving initiatives that align with the hotel's objectives.

Key responsibilities

• Lead and direct Guest Services operations and define service strategies that uphold luxury standards.
• Collaborate with senior leadership and cross-functional teams to align Guest Services with hotel-wide goals.
• Ensure smooth lobby and driveway management, especially during peak guest flow, and oversee procedures, service standards and audits.
• Drive continuous improvement through service recovery, guest feedback analysis and operational enhancements.
• Manage departmental budgets, forecasts and expenditures, and oversee manpower planning, recruitment, scheduling and training.
• Manage procurement, contracts and vendor negotiations.
• Lead, coach and evaluate the Guest Services team, and foster a culture of accountability and teamwork.
• Personalize services, identify service innovations and lead guest experience initiatives.
• Take part in strategic planning and partner with Housekeeping, Engineering, F&B, Security, Finance and HR, and contribute to group and convention planning.

Required profile

• Degree or diploma in Hospitality or a related field.
• Minimum 5-7 years of progressive leadership experience in Guest Services or Front Office, with at least 5 years in a managerial capacity within a luxury hotel.
• Strong financial acumen and proven ability to manage budgets and resources.
• Excellent communication and interpersonal skills, fluent in English; a second language is an advantage.

Required skills

• Proficiency in Opera PMS and related hotel systems.
• Knowledge of Quality Management systems preferred.