Job Responsibilities
Concierge- Creating seamless and personalized guest journeys.
- Collaborate across departments to anticipate guest needs and provide flawless service at every touchpoint.
- Overseeing Concierge operations, ensuring every interaction reflects precision and warmth.
- Handle and collaborate across departments on guest requests such as dining reservations, transportation arrangements and personalized itineraries.
- Lead initiatives that support Sands Cares and sustainability programmes, reinforcing our commitment to sustainable hospitality.
- Heavily involved with Learning and Development, identify learning and development needs through on the ground assessment.
- Assist the execution of enhancement projects and new processes and follow-through with detailed evaluation.
- Drive learning and development initiatives by identifying training needs and implementing enhancement projects.
- Engage and coach junior team members to maintain high competency and commitment to service standards.
- Resolve guest feedback and complaints efficiently, transforming issues into moments of exceptional care.
Guest Services- Be the Backbone of Smooth Operations
- Overseeing all Guest Services areas, including luggage storage, delivery dispatch, and key operational locations.
- Master guest luggage handling and delivery requests with accuracy and timelines.
- Collaborate closely with internal teams and departments to guarantee smooth, personalized experiences at every touchpoint.
- Lead initiatives that support Sands Cares and sustainability programmes, reinforcing our commitment to responsible hospitality.
- Contribute to team development by assessing needs, supporting process improvements, and coaching junior team members.
- Address guest concerns promptly and professionally to ensure satisfaction.
Front Office- Be the Face of World-Class Hospitality
- Overseeing check-in, check-out, room assignments, and billing accuracy.
- Ensure smooth daily operations while delivering Above Beyond service at every interaction.
- Collaborate with cross-functional teams to guarantee seamless guest journeys.
- Support training initiatives and mentor team members to maintain high standards.
- Handle guest inquiries and resolve issues with empathy and efficiency.
Premium Services- Orchestrate seamless VIP guest journey and driving service excellence
- Overseeing the daily operations of the Premium Services team by managing VIP guest experiences, guiding team members, and driving service excellence.
- Act as a role model by delivering flawless guest interactions, coaching junior team members, and championing Above Beyond standards.
- Participate and conduct service audits, shadow team members, and reinforce best practices to deliver exceptional guest care.
- Take ownership of guest group handling and initiatives requiring collaboration across multiple stakeholders.
- Resolve guest challenges with confidence and act as the escalation point for complex guest issues, providing swift, empathetic resolutions that exceed expectations.
- Analyze guest feedback and operational processes to identify gaps, implement enhancements and elevate offerings.
Development Outcomes
Operational Expertise
- Gain in-depth insights into end-to-end operations, including VIP handling, concierge services, and guest journey orchestration.
Leadership Skills
- Develop confidence in leading teams, conducting pre-shift briefings, and driving service excellence through audits and continuous improvement initiatives.
Guest-Centric Mindset
- Learn to anticipate guest needs, personalize experiences, and resolve concerns with empathy and efficiency-transforming challenges into memorable moments.
Business Acumen
- Understand resource optimization and how strategic planning enhances operational performance and profitability.
Innovation and Process Enhancement
- Contribute creative ideas and lead initiatives that elevate luxury standards and improve efficiency.
Job Requirements
Education & Certification
- Diploma or Degree undergraduate in your final year of study in any discipline; or a recent graduate
Experience
- Less than 2 years of working experience
