Job Description

At Shangri-La Singapore we are a heart-warming family. We share something powerful - our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.
Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.
We are looking for a Service Manager for Horizon Club, to join our team!
Key Responsibilities:

• General & Technical Knowledge

• Maintain comprehensive knowledge of Shangri-La's standard operating procedures for the Horizon Club, Front Office, and F&B operations.
• Ensure familiarity with corporate and local Rooms programmes including Shangri-La Circle, Frequent Flyer Programmes (FFP), and Guest History systems.

• People Management & Leadership

• Supervise Horizon Club operations and workflow to maximise guest satisfaction.
• Collaborate with HR on recruitment needs and conduct interviews for shortlisted candidates.
• Identify training needs and work with the Front Office Trainer to implement training programmes.
• Conduct regular performance appraisals and maintain KPI records for team members.
• Foster a positive and motivated working environment that promotes teamwork and respect.
• Lead daily briefings to update the team on hotel developments, VIP arrivals, guest feedback, and business forecasts.
• Develop effective communication channels for workflow and feedback dissemination.

• Customer Loyalty & Service Excellence

• Ensure accurate collection and use of guest preferences to personalise service.
• Actively engage with guests to build relationships and drive loyalty.
• Obtain and respond to guest feedback promptly, escalating issues when necessary.
• Supervise staff to ensure adherence to service standards from pre-arrival to departure.
• Conduct room inspections and ensure Horizon Club services meet Shangri-La Quality Standards.
• Oversee buffet breakfast, afternoon tea, and evening cocktails setup and service.

• Ownership & Accountability

• Take ownership of hotel asset protection, expense control, revenue generation, and profitability.
• Personally follow up on guest requests and feedback, ensuring service issues are logged and resolved via GReAT.

• Operational Processes & Controls

• Manage Horizon Club room availability to maximise occupancy and yield.
• Monitor room assignments and coordinate special setups for guest occasions.
• Ensure lounge cleanliness and readiness at all times.
• Review monthly F&B costs and Horizon Club room expenses.
• Assist in budget and forecast preparation for Horizon Club operations.
• Oversee F&B aspects of the lounge and ensure staff are cross-trained in F&B and Front Office duties.
• Ensure compliance with SFSMS guidelines in food and beverage areas.

• Safety & Security

• Facilitate training programmes to ensure high safety awareness among staff and guests.
• Ensure all staff are knowledgeable about emergency procedures and their roles.

• Corporate Social Responsibility

• Promote and participate in environmental initiatives and community programmes.
• Encourage departmental involvement in corporate social responsibility activities.

• Professional Presentation

• Maintains a neat, well-groomed appearance and communicates clearly and confidently.

• Professional Experience

• Minimum 5 years' supervisory or managerial experience in Front Office and/or F&B operations within a comparable establishment.

• Leadership & Guest Focus

• Demonstrates strong leadership, initiative, and a guest-centric mindset. Skilled in team management, performance coaching, and fostering a collaborative, people-oriented work culture.

• Operational & Technical Proficiency

• Proficient in managing arrivals and departures, scheduling, and using hotel systems.
• Possesses working knowledge of F&B and Housekeeping, and is comfortable working flexible hours.