Assistant Manager, Guest Service

Responsibilities

· Manage the smooth operations of the department, such as delegating work, communicating goals and scheduling employees to ensure full coverage on the ground

· Review and implement the standard operating procedures (SOPs) and corporate standard and guidelines, ensuring that the department adheres to them

· Ensure employees receive skills upgrading, organise on-the-job training for employees and evaluate their effectiveness

· Evaluate employee performance and work with the Human Resource Team to provide staffing recommendations

· Promote teamwork and quality service within the team and coordination with the other departments

· Manage the expenses of the department and prepare the annual departmental operating budget and finance

· Oversee inventory control of the department and ensure all employees have the proper supplies and equipment to carry out their job responsibilities

· Attend to and anticipate guests’ queries and needs, especially those of VIP guests’, and perform the appropriate service recovery when necessary

· Review and follow up on guests’ feedback and satisfaction scores to improve quality and standards

· Ensure smooth check-in and check-out for guests

· Coordinating with the Housekeeping team to ensure that arrival apartments are ready before the check-in time

· Verifying the accuracy of all guests’ registration and check-out documents.

· Assist to develop pricing strategies and manage apartment allocations to maximize revenue and occupancy

· Review activities and brainstorm strategies to improve residents’ experiences

· Report any damage and maintenance defects to the Engineering Department

· Manage cash handling responsibilities, perform daily audit checks of all cashier closings, cash floats, guest registration forms, guest ledger balances, accounts receivable and aged debtors reports for corporate accounts

· Work with the Finance Department to monitor and follow up on receivables and processing of payables

· Perform and approve for cash and credit card refunds and ensure documents are checked and submitted to Finance

· Ensure that all payments are collected by the team upon check-in, and that all guest refunds through credit cards are submitted to Finance

· Account for all credit card settlements and ensure they tally with actual postings and amounts needed to be charged

· Coordinate with Reservations and Sales Team on corporate clients and group bookings

· Assume other responsibilities as designated by the Front Office Manager

Job Requirements

You have:

· At least 3 years of relevant work experience, preferably in the hospitality industry and in a Supervisory or Managerial role

· Attained at least a Degree, Diploma or Higher NITEC in Hospitality, Hotel Management, or an equivalent qualification.

· Service-oriented

· Supervisory or Managerial skills

· A Team Player

· Passion for coaching and guiding.

· Passion in learning a variety of tasks, including handling paperwork and managing a team

· Willingness to perform shifts.

Benefits

• 5-day work week in consideration of our culture of work-life balance
• Flexible benefits with comprehensive medical coverage for self and family
• Learning and development opportunities
• Subsidised rates at Ascott Serviced Residences
• Advocate staff volunteerism