Scope
This position exists to manage and
ensure the efficient and effective operation of the property’s Guest Service
department, as well as the training and development of staff and implementation
of new procedures. This is also an
integral support role to the General Manager.
Functional Duties
Guest Service Operations
·Ensure
efficient and smooth Guest Service operations at all times.
·Promote
a high level of service that meets and exceeds guest expectations.
·Encourage
Guest Service team members to take ownership of issues and use lateral thinking
to solve problems.
·Oversee
guest recognition programs and guest relations, handling requests and
complaints efficiently.
·Conduct
daily room checks and monitor site rooms for compliance with Ascott standards.
·Manage
the Ascott Host program to ensure guest satisfaction.
Team Management & Communication
·Schedule
and minute monthly AGSM meetings.
·Ensure
clear, professional communication between Guest Service and other departments,
fostering teamwork.
·Lead
by example, motivating staff to maintain high morale and reduce turnover.
·Implement
and oversee on-the-job training and development programs for Guest Service
staff.
·Manage
staff leave, rosters (minimum 3 weeks in advance), and ensure adherence to
award conditions.
Compliance & Standards
·Ensure
compliance with Ascott Policies, Processes & Procedures (PPP), audit
requirements, and security procedures.
·Maintain
knowledge of fire and emergency procedures and ensure staff are aware of safety
protocols.
·Monitor
and respond to guest feedback within 7 days, and ensure the Service Recovery
log is updated.
·Conduct
daily Grooming Audits and ensure all staff adhere to standards.
Financial & Performance Management
·Be
aware of budget and forecast requirements for occupancy and daily rates.
·Assist
in achieving financial and performance targets for revenue and expenditure.
·Ensure
third-party websites are updated regularly for maximum room revenue and
occupancy.
·Monitor
guest feedback, follow up, and take action to ensure continuous improvement.
Quality Assurance & Data Management
·Manage
Data Quality Assurance to ensure registration card accuracy.
·Oversee
cashiering procedures for security and control.
·Ensure
all aspects of Guest Service are audit-compliant in consultation with the
Control Assurance Executive.
Authority
·The
Guest Service Manager should feel confident in making decisions relating to the
needs of our guests. For the empowerment of all Ascott employees it is
essential that all staff are proactive within the scope of their
responsibilities.
·Issues
relating to staffing, guest complaints and account adjustments should be passed
onto the RM. The Guest Service Manager should feel confident in the knowledge
that decision-making within the realms of their job description will be given
the full support of management.
Internal/External Relations &
Communication
·Provide
informative and accurate information to contacts in a positive, personal and
friendly manner.
·Assist
where possible in ensuring customer expectations are being met and client’s
needs are satisfied.
·Ensure
a friendly and informative telephone and face-to-face manner to quickly build
rapport with contacts and existing clientele.
Employee Engagement & Experience
·Facilitate
and champion The Ascott Limited’s Goals, Behaviours and Philosophies.
·Ensure
compliance with all Employee Engagement & Experience Policies and
Procedures.
·Maintain
a well-groomed and pleasant appearance, complying with Grooming Standards.
·Attend
training and staff meetings as required.
·Submit
timesheet, PAF’s & supporting documentation on time for processing with
appropriate signatures of approval.
Responsibilities
·Ensure
all corporate equipment and assets are used correctly, effectively and well
looked after, reporting any issues to your manager.
·Compliance
with CapitaLand’s Environmental Health & Safety Management System (EHSMS)
and continuing to follow current practices and procedures for ISO 14001 &
OHSAS 18001 certification.
·Adhering to CapitaLand’s Environmental Health
& Safety (EHS) Policy:
– carry
out exemplary Environmental, Health and Safety practices to minimize pollution
and health and safety risks
– seek
continuous improvement on its environmental, health and safety performance
– comply
with pertinent legislations and other requirements
– implement
the CapitaLand Green Buildings Guidelines and Occupational Health and Safety
programmes
