Guest Services Manager

GUEST SERVICES MANAGER (DUTY MANAGER)

Mandarin Oriental, Singapore is looking for a Guest Services Manager to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Singapore is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay. 

About the job

Based at the Mandarin Oriental, Singapore, the Guest Services Manager is responsible for daily smooth operations within the Rooms Division, delivering exceptional guest experiences, and maintaining high service standards. The position reports directly to the Front Office Manager.

As Guest Services Manager, you will be responsible for the following duties: 

• Attend to guest's requests and complaints

• Investigate complaints and address to the department concerned and response to guest with an appropriate explanation and apology

• Ensure LQE and CQE is delivered and a smooth and successful operation is carried out in these areas daily

• Coordinate with Front Office and Guest Services on VIP arrivals, walk-ins, groups and guests with special requests

• Coordinate with Engineering and Housekeeping to ensure that all rooms are ready for sale in the proper condition

• Coordinate with Housekeeping and Food and Beverage on any special requests for VIPs

• Coordinate with Security with regards to any criminal act within the hotel or suspicious guests

• Coordinate with Front Office cashiers on vouchers, billing instructions, deposits, rebates etc, to minimize bad debts, skippers, untraceable charges and allowances

• Inspect VIPs arrival rooms with appropriate amenities set up

• Meet and greet VIPs arrivals and departures as highlighted by Director of Rooms or Front Office Manager

• Uphold FLHSS procedures within the division

• Uphold grooming standards

• Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department

• Attend scheduled meetings

• Perform any other duties as assigned by Superior

• Ensure that standard, policies and procedures are maintained

• Responsible in reporting any cleanliness findings within the hotel and address with the relevant department

• Make every effort to ensure that guests of the hotel are made as comfortable and contented as possible

• Coordinate and take charge of any emergency until General Manager or Hotel Manager arrives

• Recommend improvements in hotel operations where there are opportunities for improving service, increase revenue, etc

• Check the reading file to update on all new e-mails, faxes or correspondence which may require personal attention

• Attend Front Office briefing and Operations meeting and ensure that all instruction given is carry out expeditiously

• Highlight log entries during daily Operations meeting

• Check through the day arrival report and ensures that the necessary preparations are done by respective departments

• Check VIP rooms and their special requests

• Check all public areas and colleague areas for any irregularities and cleanliness

• Check on the working condition of elevators, lobby lights, air conditioning, in-house music and other hotel equipment and report defects where/when necessary

• Check daily event order and ensure that the necessary signboards and arrangements are done

• Ensuring IT equipment at the reception and lobby are functioning well

• Log all complaints/irregularities for Management reference

• Handle all complaints from guests and transmits them to the departments concerned and see that corrective actions are taken immediately

• Constantly check appearance, grooming of uniform colleagues

• To conduct physical room checks for remaining departures beyond 1600 hours

• Ensure Front Office colleagues verify the Housekeeping report and follow up on any discrepancies

• Ensure all lights in the public areas are lit at the appropriate time

• Ensure the sky signs are fully lit at 1900hrs

• Conduct random check on all colleagues to ensure that nobody sleeps while on night duty

• Ensure that all areas are cleaned and checked thoroughly by night cleaners

• To run night audit for HMS and InfoGenesis

• Extend assistance in all areas especially operations

• Attend Rooms Division update weekly

• Conduct departmental training and also makes appropriate suggestions to improve whenever necessary

• Attend to any medical assistance not limited to guest but to colleagues as well

• Take charge during emergency until General Manager and Hotel Manager arrives

• Performs any assignment as delegated by the General Manager, Hotel Manager, Director of Rooms and Front Office Manager

As Guest Services Manager, we expect from you: 

• Candidate must possess at least a Bachelor's Degree/Post Graduate Diploma/Professional Degree, Diploma/Advanced/Higher/Graduate Diploma or equivalent.

• At least 3 years of working experience as guest services personnel in luxury hotel or similar capacity is required for this position.

• Preferably familiar with emergency procedures, security protocols and guest service standards.

• Willingness to work shifts, weekends, and public holidays

• Strong knowledge of hotel operations, guest relations, and service standards

Our commitment to you 

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously. 

• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.