Director of Guest Services

HOTEL OVERVIEW

Strategically located in the heart of Singapore’s shopping, dining and entertainment districts and with the City Hall and Esplanade Mass Rapid Transit (MRT) train stations and other major transportation nodes at its doorstep, Fairmont Singapore and Swissôtel The Stamford are the gateway to explore Singapore’s landscapes at your convenience. With a total of 2,030 well-appointed guestrooms, both hotels also offer a distinct collection of 12 lifestyle and dining choices including Michelin-starred fine dining restaurant JAAN by Kirk Westaway, cutting-edge meeting space at Raffles City Convention Centre with 34 meeting rooms and one of Asia’s largest spas, Willow Stream Spa.

ABOUT OUR COMPANY

At Fairmont Singapore and Swissôtel The Stamford, we design career plans and unveil new professional perspectives through our various development programs. We shine when YOU shine. Come and be part of our dynamic team and experience immerse growth and career opportunities with us.

MANAGE THE DAILY GUEST SERVICES OPERATIONS: CONCIERGE, BELL SERVICE, DOOR SERVICE, PARKING VALET, NIGHT RUNNERS

• Leading the direction and supervision of all Guest Services duties are performed and maintained in accordance with the hotel’s standards and in line with hotels’ strategic plan
• Manpower planning, recruitment, training, deployment
• Liaison between Front Office departments and rest of hotel for effective guest experience
• Develop, implement, evaluate, review and conduct training and audits in accordance with the hotels’ overall training and development plan

MANAGEMENT AND LEADERSHIP OF THE GUEST SERVICES TEAM 

• Handles capital and asset planning, requisition
• Responsible for budgeting, planning and forecasting of yearly and monthly revenue and expenditure for areas of responsibility
• Identify equipment and supplies needs and negotiate with vendors for the best quality at competitive pricing
• Responsible for issuing, monitoring and negotiating all contracts, agreements and billings involving the department’s areas of responsibility
• Responsible for developing, implementing, evaluating, reviewing and conducting training & CCTV audits in accordance with the hotels’ overall training and service development plan
• Prepare, review and revisit procedures and training manuals for all levels of colleagues and to be in line with the hotels ‘operating standards
• Conduct performance reviews, coaching, counseling and disciplining sessions with colleagues
• Handles Guest Services inventory control system
• Ensure that safety, health and security policies and procedures are adhered to in areas of responsibility
• Coordinate and conduct bi-monthly department, concierge and officers’ meetings to update colleagues on hotels’ objectives, performance and goals
• Coordinate, conduct and attend all other necessary meetings as and when required

INVOLVEMENT IN A WIDER JOB FUNCTION

• Presence in the driveway and lobby area at critical guest flow time
• Ensure lobby and driveway are well managed in accordance to activities and traffic patterns
• Investigate on service failures followed by service recovery and corrective actions to prevent future occurrence
• Recommend, justify, coordinate and implement hotel projects in relation to process improvements
• https://careers.accor.com/global/en/job/director-of-guest-services-in-fairmont-singapore-singapore-jid-69577