Executive, Guest Service

Job description

About Us CapitaLand Group (CapitaLand) is one of Asia’s largest diversified real estate groups. Headquartered in Singapore, CapitaLand’s portfolio focuses on real estate investment management and real estate development, and spans across 270 cities in 45 countries. 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 Closing Statement: At CapitaLand, we advocate fair employment practices, and recruit talents based on merit and fit with our Corporate values. We provide equal opportunity for all qualified persons and build an inclusive workplace regardless of race, gender, age, religious belief or nationality. Only shortlisted candidates will be notified.