Executive, Guest Service

About Us

CapitaLand Group (CapitaLand) is one of Asia’s largest diversified real estate groups. Headquartered in Singapore, CapitaLand’s portfolio focuses on real estate investment management and real estate development, and spans across more than 260 cities in over 40 countries.

Job Description

The Executive, Guest Service supports the day-to-day guest service operations at residences and helps to create a pleasant atmosphere to ensure residents' satisfaction. He/she is involved in daily administrative and operational activities at the front desk, such as assisting residents with check-in and check-out procedures, responding to residents' queries and providing recommendations on nearby amenities/places of interest. He/she is also required to perform simple bookkeeping functions, report preparation and escalates feedback and complaints to his/her superiors when required.

To uphold service excellence, he monitors service responses, provides information and recommendations to guests, resolves guest concerns and feedback and builds rapport. He also tracks guest satisfaction and implements service innovation, improvement and sustainability plans for continuous improvement. To support operational risk management, he monitors the team's compliance with regulations and security procedures for front office transactions, scans the crowd to identify potential security threats, implements loss and risk prevention and executes response actions during emergency situations. 

He is a customer-oriented and well-organised individual with excellent communication and problem-solving skills. He can work well under pressure in a fast- paced environment and is able to interact with culturally diverse guests. He works on shifts, including weekends and public holidays.

Manage front office operations
- Supervise team's delivery of guest services to ensure adherence to organisational standards and procedures
- Coordinate daily front office activities to ensure operational efficiency
- Plan resources and allocate work assignments to team members
- Maintain accurate room status information
- Handle irregularities related to the delivery of front office service
- Supervise upselling procedures to maximise room revenue
- Assist in the check-ins and check-outs of VIP guests and large groups
- Supervise switchboard services and related call services

Drive service and operational excellence
-Monitor and facilitate service responses to guests' requests to ensure timely and appropriate follow-up
- Provide information and recommendations to guests on property's amenities, services and tourism-related activities
- Resolve guests' concerns and feedback to ensure guest satisfaction
- Build rapport with guests to enhance service experience
- Monitor guest satisfaction levels and feedback for service improvement
- Propose improvements to enhance operational efficiency and guest experience
- Implement innovation, improvement and sustainability plans for continuous improvement
- Act as a role model for service excellence to drive service culture

Manage operational risks
- Monitor team's compliance with data protection regulation and organisational security procedures for guest registration and credit and cash transactions
- Manage and scan crowd to identify and analyse signs of potential security threat for appropriate follow-up
- Execute response and recovery actions during emergency situations
- Implement loss and risk prevention policies and procedures

Manage human resources, finance and report management
- Verify and analyse operations reports and guest statistics for management updates
- Identify training needs and implement training plans to enhance team capabilities
- Provide coaching and feedback to improve team performance
- Monitor team performance and provide feedback for improvement

Benefits

• Flexible benefits with comprehensive medical coverage for self and family
• Training and development opportunities
• Subsidised rates at Ascott serviced residences-
• Strong advocate of staff volunteerism
• Wellness programmes

At CapitaLand, we advocate fair employment practices, and recruit talents based on merit and fit with our Corporate values. We provide equal opportunity for all qualified persons and build an inclusive workplace regardless of race, gender, age, religious belief or nationality.

Only shortlisted candidates will be notified.