Guest Services Manager

Company Description

NOVOTEL LIVING SINGAPORE ORCHARD

EXTENDED STAY APARTMENTS

We believe that quality time is about making everyday moments matter. Everything has been designed to enhance our guests’ life balance and sense of well-being. Disconnect from your busy life and make time to connect with family and friends. Novotel Living is the perfect spot for travellers and locals to live, work and play.

Novotel Living Singapore Orchard is located in the heart of Singapore’s iconic fashion district, Orchard Road, surrounded by the city’s best shopping, restaurants, bars and entertainment. A five-minute walk to Orchard MRT, and the UNESCO World Heritage Site Singapore Botanic Gardens is just a few minutes’ drive away.

The ideal accommodation for an extended stay in the city.

Job Overview

This position is responsible for the supervision of the smooth and efficient daily operation of the property and ensure that all the Service Apartment Guests and Visitor receive an optimum level of service and care at all times.

Responsibilities and Duties

Guest Experience Manager

• Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met
• Ensure that all team members’ appearance is up to the grooming standards.
• Coordinate and communicate with other departments as required regarding general administration and operation issue
• Provide management presence at all times by assisting with the handlings of guest’s needs and glitch tactfully and efficiently
• Ensure to do the greetings, rooming, enrolling and room tour upon arrival
• Has a perfect understanding and clear vision of the brand's guest promise, is exemplary in their manner and behavior. Is a coach and a project leader.
• Is the guests' voice within the property; centralizes, analyses and processes all available information concerning guests' perceptions of the services and products provided by the property.
• Supports your head of department in establishing a continuous improvement process and in introducing any necessary changes in working methods.
• Has regular and close contact with our guests. Organize meetings with guests to collect feedbacks and ideas.
• Makes recommendations and propositions to the managers.
• Practices solving problems techniques within the property.
• Responsible for planning, organizing and executing seasonal and festive events, ensuring alignment with the company’s goals and brand standards. This includes creating event concepts, managing timelines, coordinating logistics and collaborating with various teams to deliver memorable and successful event.

Team Management

• Constantly monitor Guest Relation Teams appearance , attitude and degree professionalism
• Motivate and provides a work environment which brings out the best in team members

Other Responsibilities

• Be fully conversant with Hotel Fire and Life Safety /Emergency Procedure
• Attend meetings and training as assigned by the Management
• Perform other reasonable duties assigned by the Management of the Hotel