Job Description
Core duties:
Oversee daily guest services operations to ensure smooth, efficient service delivery
Lead, train, schedule, and supervise guest service staff
Handle guest enquiries, feedback, and service recovery professionally
Maintain high service standards and ensure compliance with company SOPs
Coordinate with other departments (housekeeping, F&B, operations) to meet guest needs
Manage check‑in/check‑out processes, reservations, and guest flow
Monitor service quality, guest satisfaction scores, and implement improvements
Prepare reports, staffing plans, and operational updates for management
Resolve operational issues and escape complex cases when required
Ensure safety, cleanliness, and readiness of guest‑facing areas
Must be able to work on weekend and public holidays