Job Description

Job no: 500248
Work type: Full Time
Location: Marina Bay Sands
Categories: Concierge / Front Office


JOB SCOPE
Overview As Guest Services Manager, you will be responsible for the overall Guest Services Operations which includes the storage rooms, manpower planning and distribution.
The role will require you to lead a team of supervisors, captains, and front line bellmen in achieving service excellence for Guest Services Operations. You will need to ensure that all the tasks being executed timely according to the standard set by the department. This will be measured by set departmental KPI\xe2\x80\x99s.
You are expected to maintain effective communication with other internal departments such as Housekeeping, Front Office, Call Center Operations, Paiza Services, F&B, Sales, Catering and Convention, Procurement, Finance, HR and Service Management with challenges that may arise.
As Guest Services Manager, you are expected to be familiar with MBS\xe2\x80\x99s business processes to understand operations environment. Moreover, you will be involved in the recruitment of team members with the collaboration with HR, and also involve in testing and taking the lead of all business application such as LMS, FCS and etc.
As Guest Services Manager, you must be prepared to handle stressful and complex issues that include process failures, escalations, complaints, crisis and poor productivity.
Guest Services Manager will be involved in training and mentoring of new and existing team members. Moreover, he or she is able to motivate and encourage TM\xe2\x80\x99s with a visible career path plan.
Job Requirements

• Responsible to carry out all business operational activities at The Marina Bay Sands (MBS) including customer grievance/complaint handling, legal and safety matters with regard to such operations.
• Communicate anticipated business demands daily with each Team Member (arrivals, departures, group functions, guest requests and etc).
• Coordinates actively with Guest Relations and Front Office Groups on managing groups movement to ensure a smooth transition for arrival/departure/delivery process and maximum guest satisfaction.
• Identify the training needs of the operations team and work with Guest Services Management to define training requirements.
• Develop and maintain effective communication and coordination with internal departments (MICE, HR, Concierge, Security, Hotel Ops, Finance, Marketing Services & Operations, etc)
• Maintains close liaison with all other Departments so as to have a good understanding of other Departments\xe2\x80\x99 operational flow thus ensuring seamless guest services throughout the Hotel.
• Ensures the quality standards are consistently met or exceeded in accordance with company guidelines and recognized external benchmark and legal requirements.
• Ensures all Guest Services Team Members are familiar with the Hotel\xe2\x80\x99s product and as well as giving directions concerning the Hotel and/or giving directions to Hotel facilities, meeting rooms or events held in.
• Responsible to understand, follow and implement the company\xe2\x80\x99s operating policies and procedures.
• Work with external vendors for casual manpower arrangements and standards.
• Prepare reports (daily/weekly/monthly) and game plan for groups.
• Conduct internal audits and guide all mentoring team members at least once every month.
• Conducts regular departmental meetings, daily briefings, and attends scheduled inter-departmental meetings, pre-conference and ensures relevant information is disseminated as needed.
• Supervises trains, schedules, mentor and evaluates performance of Supervisors, Captains and line Team Members to perform to their fullest potential.
• Ensure Team Members uniform and grooming standards maintained.
• Enforce safe work procedures for Team Members.
• Performs any other duties and responsibilities as and when assigned by the management.

• Certificate in Hospitality Operations from a recognized institution preferred or related.
• Minimum 2 years in managerial Hotel role responsible for a large operating environment and team of people.
• Excellent guest relations, communication skills and problem solving skills.
• Skill of basic computer such as Microsoft Words and Excel is essential.
• Strong leadership skills and able to operate and successfully arbitrate in a complex international and diverse environment.
• Excellent time management, organization and motivation skills.
• Organize manpower level effectively in the situation of sudden upsurges of business demand.