Assistant Manager, Guest Services

This role reports to the Front Office Manager.

Responsible for the operational efficiency and service delivery of the Front Office areas including Reception, Concierge and The Carlton Club Lounge. Managing, training, motivating, leading team members and be a positive role model.

Job Responsibilities

1. Provides timely and professional check-in/check-out services in accordance with established and standards.

2. Responsible for the smooth operations of each section in the Front Office

3. Builds positive rapport with VIPs, Club guests and return guests to ascertain their preference in room, F&B and other preferences.

4. Attends daily internal operations and manpower meetings when necessary

5. Prepares monthly reports, analysis and costing where necessary

6. Supervises and manages Front Office operations and forecasts manning during peak hours and heavy arrivals/departures

7. Trains, manages, supervises and leads team members and ensures they have the necessary knowledge and skills required to perform their duties

8. Able to multi-task and multi-role in other sections within the Front Office where required

9. Researches, analyses, implements new policy and procedures where necessary

10. Cross trains in all Front Office sections and able to assist in other sections operation, when necessary.

11. Promotes positive TripAdvisor reviews

12. Maintains a positive attitude and promotes a team environment

13. Encourages a fun and inclusive environment, creating an atmosphere where everyone feels valued

14. Performs any other reasonable job tasks assigned by the management

Requirements

1. At least a Diploma holder

2. With a minimum 2 years experience in the same capacity.

3. Good communication skills and demonstrate ability to interact with customers and employees.

4. Strong leadership abilities

5. Good problem-solving skills and organizational abilities.

6. Proficient in MS Office (Word, Excel and PowerPoint)

7. CPR, AED, CERT, Food and Hygiene certified will be preferred.