Logo-of-PARKROYAL-PICKERING-HOTEL-PTE.-LTD.-hiring-for-jobs-in-Singapore-on-GrabJobs

Guest Services Manager (Hotel Call Centre)

salary Salary :

$4,150 - 4,800 monthly

icon briefcase Job Type : Full Time

Number of Applicants

 : 

000+

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Job Description - Guest Services Manager (Hotel Call Centre)

In this role, you will support to oversee the smooth day-to-day operations of our Hotel - One Connect team. You will champion exceptional guest experiences, mentoring the team and ensuring every interaction reflects PARKROYAL COLLECTION Pickering's commitment to service excellence.

Responsibilities:

  • Support the team during shifts, handling all inbound calls with warmth, efficiency and professionalism.
  • Assist guests with a wide range of requests including in-house restaurant enquiries, facility operating hours, lost-and-found, e-mail enquiries and invoice requests.
  • Supervise, coach and mentor the One Connect team; monitor staff conduct, performance and grooming standards.
  • Maintain thorough knowledge of room categories, amenities, rate structures and hotel facilities.
  • Be well-versed in local attractions, transport, dining, conventions and cultural activities to provide tailored recommendations.
  • Ensure prompt, courteous and diplomatic handling of guest feedback and complaints; escalate appropriately when needed.
  • Liaise with all relevant departments (Housekeeping, Sales, Security, etc.) and ensure VIP arrivals are communicated proactively.
  • Check emails at the start of each shift and follow upon outstanding actions; maintain the Guest Services Manager checklist file.
  • Plan, organise and conduct on-the-job training (OJT) for One Connect associates; identify ongoing training needs.
  • Adhere to security protocols; direct guests reporting incidents or thefts to the Security department and report property defects promptly.
  • Assist in the evacuation of associates and guests during emergencies.
  • Carry out any other duties and responsibilities as assigned by superior.


Requirements:

  • Minimum 5 years' experience as an Assistant Manager or demonstrated leadership skills with strong familiarity in hotel call centre operations.
  • Minimum diploma qualification in hospitality management.
  • Proficient in PMS Opera Cloud and Microsoft Office.
  • Customer-focused mindset with a high level of flexibility and adaptability.
  • Strong team player with a professional, positive demeanour
  • Strong communication skills
  • Able to work rotating shift including weekends and public holidays.
Original job Guest Services Manager (Hotel Call Centre) posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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About the Company

PARKROYAL PICKERING HOTEL PTE. LTD.

Managed by the Pan Pacific Hotels Group, PARKROYAL COLLECTION Pickering, Singapore is an iconic hotel landmark with a stunning hotel-in-a-garden concept that incorporates energy-saving features throughout the building. Our sustainable project design and green efforts have earned it numerous accolade...

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