HOTEL OVERVIEWStrategically 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 COMPANYAt 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 immersive growth and career opportunities with us.DUTIES AND RESPONSIBILITIESMANAGE THE DAILY GUEST SERVICES OPERATIONS: CONCIERGE, BELL SERVICE, DOOR SERVICE, PARKING VALET, NIGHT RUNNERSLeading 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 planManpower planning, recruitment, training, deploymentLiaison between Front Office departments and rest of hotel for effective guest experienceDevelop, implement, evaluate, review and conduct training and audits in accordance with the hotels’ overall training and development planMANAGEMENT AND LEADERSHIP OF THE GUEST SERVICES TEAMHandles capital and asset planning, requisitionResponsible for budgeting, planning and forecasting of yearly and monthly revenue and expenditure for areas of responsibilityIdentify equipment and supplies needs and negotiate with vendors for the best quality at competitive pricingResponsible for issuing, monitoring and negotiating all contracts, agreements and billings involving the department’s areas of responsibilityResponsible for developing, implementing, evaluating, reviewing and conducting training & CCTV audits in accordance with the hotels’ overall training and service development planPrepare, review and revisit procedures and training manuals for all levels of colleagues and to be in line with the hotels ‘operating standardsConduct performance reviews, coaching, counseling and disciplining sessions with colleaguesHandles Guest Services inventory control systemEnsure that safety, health and security policies and procedures are adhered to in areas of responsibilityCoordinate and conduct bi-monthly department, concierge and officers’ meetings to update colleagues on hotels’ objectives, performance and goalsCoordinate, conduct and attend all other necessary meetings as and when requiredINVOLVEMENT IN A WIDER JOB FUNCTIONPresence in the driveway and lobby area at critical guest flow timeEnsure lobby and driveway are well managed in accordance to activities and traffic patternsInvestigate on service failures followed by service recovery and corrective actions to prevent future occurrenceRecommend, justify, coordinate and implement hotel projects in relation to process improvementsUse Quality Management systems to monitor and improve speed of response time and review progressReview and analyze trend in guests’ needs and recommend operational changes, if needed to improve guest satisfaction and colleagues productivityDevelop departmental Reward & Recognition programme to recognize individuals and teams for exemplary behavior and outstanding achievements in departmentINVOLVEMENT AS A MEMBER OF THE HOTEL LEADERSHIP TEAMEnsure cleanliness and appearance of lobby and related areasHands-on knowledge of computer hardware and software to manage systems and generate reports, presentations and correspondenceCapable of planning, defining, co-ordination and managing a service delivery system utilizing human resources, tools, data and service standardsInterface the needs/requirements of other departments with: Housekeeping, Engineering, F&B service, Security, Finance, T&CKnowledge of Operations of group/convention activities and manpower planningKnowledge of Quality Management systemsKnowledge of financial planning and budgetingProvide a level of safety & security for arrival & departure of guests/visitorsQualificationsTertiary education or higher with equivalent and hotel related experienceMinimum 5 years experience in a managerial position in service industry preferably in Guest Services and/or Front OfficeEnglish Language with knowledge of second language preferredKnowledge of Opera system and other related sub-systems interfaced to the PABX and/or the hotel’s computer systemKnowledge of Quality Management processesAbility to plan, lead, motivate and controlDynamic, analytical and detailed-oriented, problem solving and counseling skillsResponsive to continuous challenges and improvements and open to making changes to achieve targeted resultsBuild partnerships with other departments to ensure that internal and external customers’ needs are satisfied promptly. Possesses leadership qualitiesAbility to motivate and direct colleagues to proactively meet and exceed guest expectationsFocused in colleagues training and development, human resource and performance managementLeadership qualities to motivate and direct colleagues to proactively meet and exceed guest satisfactionAdditional InformationOur commitment to Diversity & Inclusion: We are an inclusive company and what we really hope to achieve is to attract, recruit and promote diverse talent.Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESSIf you feel you are ready for your next professional challenge, apply on: https://careers.accor.com/
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