Guest Services Manager (Duty Manager)

GUEST SERVICES MANAGER (DUTY MANAGER)

Mandarin Oriental,
Singapore is looking for a Guest Services Manager to join our Front Office
team.

Are you a master of craft? Do you thrive in a team that succeeds
together, demonstrating integrity and respect while acting responsibly? Do
you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of
the most luxurious hotels, resorts and residences located in prime destinations
around the world, with a strong development pipeline. Increasingly recognised
for creating some of the world’s most sought-after properties, the Group
provides legendary service inspired by Asian heritage whilst representing
the very cutting-edge of luxury experiences.

Mandarin Oriental, Singapore
is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay.

About the job

Based at the Mandarin Oriental, Singapore,
the Guest Services Manager is responsible for daily smooth operations
within the Rooms Division, delivering exceptional guest experiences,
and maintaining high service standards.

The position reports directly to the Front Office Manager.

As Guest
Services Manager, you will be responsible for the following duties:

• Attend to guest's requests and complaints




• Investigate complaints and address to the department concerned
  and response to guest with an appropriate explanation and apology




• Ensure LQE and CQE is delivered and a smooth and successful operation
  is carried out in these areas daily

• Coordinate with Front Office
  and Guest Services on VIP arrivals, walk-ins, groups and guests with special
  requests

• Coordinate with Engineering and Housekeeping to ensure
  that all rooms are ready for sale in the proper condition




• Coordinate with Housekeeping and Food and Beverage on any special
  requests for VIPs

• Coordinate with Security with regards to any
  criminal act within the hotel or suspicious guests

• Coordinate
  with Front Office cashiers on vouchers, billing instructions, deposits, rebates
  etc, to minimize bad debts, skippers, untraceable charges
  and allowances

• Inspect VIPs arrival rooms with appropriate
  amenities set up

• Meet and greet VIPs arrivals and departures
  as highlighted by Director of Rooms or Front Office Manager




• Uphold FLHSS procedures within the division

• Uphold
  grooming standards

• Ensure effective communication via daily
  briefing, weekly update and monthly brainstorming within the department




• Attend scheduled meetings

• Perform any other duties
  as assigned by Superior

• Ensure that standard, policies
  and procedures are maintained

• Responsible in reporting any
  cleanliness findings within the hotel and address with the relevant
  department

• Make every effort to ensure that guests of the hotel
  are made as comfortable and contented as possible

• Coordinate
  and take charge of any emergency until General Manager or Hotel Manager
  arrives

• Recommend improvements in hotel operations where there
  are opportunities for improving service, increase revenue, etc




• Check the reading file to update on all new e-mails, faxes
  or correspondence which may require personal attention

• Attend
  Front Office briefing and Operations meeting and ensure that all instruction
  given is carry out expeditiously

• Highlight log entries during
  daily Operations meeting

• Check through the day arrival report
  and ensures that the necessary preparations are done by respective
  departments

• Check VIP rooms and their special requests




• Check all public areas and colleague areas for any irregularities
  and cleanliness

• Check on the working condition of elevators,
  lobby lights, air conditioning, in-house music and other hotel equipment
  and report defects where/when necessary

• Check daily event order
  and ensure that the necessary signboards and arrangements are done




• Ensuring IT equipment at the reception and lobby are functioning
  well

• Log all complaints/irregularities for Management
  reference

• Handle all complaints from guests and transmits
  them to the departments concerned and see that corrective actions are taken
  immediately

• Constantly check appearance, grooming of uniform
  colleagues

• To conduct physical room checks for remaining
  departures beyond 1600 hours

• Ensure Front Office colleagues
  verify the Housekeeping report and follow up on any discrepancies




• Ensure all lights in the public areas are lit at the appropriate
  time

• Ensure the sky signs are fully lit at 1900hrs




• Conduct random check on all colleagues to ensure that nobody sleeps while
  on night duty

• Ensure that all areas are cleaned and checked
  thoroughly by night cleaners

• To run night audit for HMS
  and InfoGenesis

• Extend assistance in all areas especially
  operations

• Attend Rooms Division update weekly




• Conduct departmental training and also makes appropriate suggestions
  to improve whenever necessary

• Attend to any medical assistance
  not limited to guest but to colleagues as well

• Take charge
  during emergency until General Manager and Hotel Manager arrives




• Performs any assignment as delegated by the General Manager, Hotel
  Manager, Director of Rooms and Front Office Manager

As Guest
Services Manager, we expect from you:

• Candidate must possess
  at least a Bachelor's Degree/Post Graduate Diploma/Professional Degree,
  Diploma/Advanced/Higher/Graduate Diploma or equivalent.

• At least
  3 years of working experience as guest services personnel in luxury hotel
  or similar capacity is required for this position.

• Preferably
  familiar with emergency procedures, security protocols and guest service
  standards.

• Willingness to work shifts, weekends, and public
  holidays

• Strong knowledge of hotel operations, guest relations,
  and service standards

Our commitment to you

• Learning & Development. Your success is our success. We craft unique
  learning and development programmes for various stages in your career so
  that you grow, continuously.

• MOstay. When you work as hard
  as our colleagues do, it’s important to take time off. As a member of
  the #MOfamily, you can stay with us wherever you go in the world.
  
  The MOstay programme offers complimentary nights and additionally attractive
  rates on rooms for you and your loved ones.

• Heath & Colleague
  Wellness. Finding the right work-life balance is important. Your wellbeing
  matters to us. A variety of health benefits and wellness programmes are offered
  to all our colleagues, globally.

• Retirement Plans. When you show
  commitment to us, we reciprocate.
  
  We offer different retirement plans depending on the length of your service
  and your role.