Guest Services Manager (Duty Manager)

GUEST SERVICES MANAGER (DUTY MANAGER) Mandarin Oriental, Singapore is looking for a Guest Services Manager to join our Front Office team. Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences. Mandarin Oriental, Singapore is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay. About the job Based at the Mandarin Oriental, Singapore, the Guest Services Manager is responsible for daily smooth operations within the Rooms Division, delivering exceptional guest experiences, and maintaining high service standards. The position reports directly to the Front Office Manager. As Guest Services Manager, you will be responsible for the following duties: Attend to guest's requests and complaints Investigate complaints and address to the department concerned and response to guest with an appropriate explanation and apology Ensure LQE and CQE is delivered and a smooth and successful operation is carried out in these areas daily Coordinate with Front Office and Guest Services on VIP arrivals, walk-ins, groups and guests with special requests Coordinate with Engineering and Housekeeping to ensure that all rooms are ready for sale in the proper condition Coordinate with Housekeeping and Food and Beverage on any special requests for VIPs Coordinate with Security with regards to any criminal act within the hotel or suspicious guests Coordinate with Front Office cashiers on vouchers, bill…