Executive, Guest Service

Job Description

Manage front office operations - Supervise team's delivery of guest services to ensure adherence to organisational standards and procedures - Coordinate daily front office activities to ensure operational efficiency - Plan resources and allocate work assignments to team members - Maintain accurate room status information - Handle irregularities related to the delivery of front office service - Supervise upselling procedures to maximise room revenue - Assist in the check-ins and check-outs of VIP guests and large groups - Supervise switchboard services and related call services Drive service and operational excellence -Monitor and facilitate service responses to guests' requests to ensure timely and appropriate follow-up - Provide information and recommendations to guests on property's amenities, services and tourism-related activities - Resolve guests' concerns and feedback to ensure guest satisfaction - Build rapport with guests to enhance service experience - Monitor guest satisfaction levels and feedback for service improvement - Propose improvements to enhance operational efficiency and guest experience - Implement innovation, improvement and sustainability plans for continuous improvement - Act as a role model for service excellence to drive service culture Manage operational risks - Monitor team's compliance with data protection regulation and organisational security procedures for guest registration and credit and cash transactions - Manage and scan crowd to identify and analyse signs of potential security threat for appropriate follow-up - Execute response and recovery actions during emergency situations - Implement loss and risk prevention policies and procedures Manage human resources, finance and report management - Verify and analyse operations reports and guest statistics for management updates - Identify training needs and implement training plans to enhance team capabilities - Provide coaching and feedback to improve team performance - Monitor team performance and provide feedback for improvement

Benefits

• Comprehensive medical coverage
• Training and development opportunities
• Subsidised rates at Ascott serviced residences
• Strong advocate of staff volunteerism
• Wellness programmes