Job Details

At Shangri-La Singapore, we pride ourselves in extending our signature heartfelt hospitality to all who walk through our doors. We’re obsessed with customer experience, and we’re looking for someone who feels the same.

It is a paradise where no two days are ever alike as you work on our intricate operational systems, handle our well-heeled guests' requests with promptness and efficiency and delight our guests and internal stakeholders in every single interaction. If you have a good eye for detail, enjoy meeting people, love keeping up to date with local and hotel events, we might just have the role for you! If you see yourself as a directorial genius with a can-do attitude who can simply go the extra mile just to put a smile on our guests’ faces, then we’d love to have you as part of our Shangri-La family.

Key Responsibilities:

• Creates a positive and highly motivated working environment that promotes and develops teamwork, guest care and respect amongst colleagues.
• Attends and participate during daily briefings which helps keep the Horizon Club Team up to date and well informed regarding developments and events in the hotels/company, VIP and group arrivals/movements, guest feedback, service opportunities and forecasted business patterns. 
• Ensures guest preferences are collected, and correctly recorded
• Builds relationships with guests to delight and gain loyalty.
• If guest feedback is received, to escalate to SL/AHCM/HCM if SA is unable to handle
• Follows hotel’s policies and procedures at all times.
• Ensures that the service, quality and set-up of the buffet breakfast, afternoon tea and evening cocktails are in accordance with the Shangri-La Quality Standards and that all other services in the Horizon Club are in keeping with the current Corporate guidelines.
• Takes personal ownership to follow-up of any guest requests and feedback received during their shifts
• Ensures service defects are promptly and correctly recorded in GReAT and escalated as necessary.
• Ensure missing guest registration and Kunlun is cleared daily by the end of each shift
• Ensures the Horizon Club lounge is clean at all times.
• Handles F&B aspect of the lounge and to ensure all new hires and Service Associates are all trained to have multi skills (F&B and Front Office)
• Ensures that SFSMS guidelines are adhered to at all times in the food and beverage areas of the Horizon Club operation

Requirements

• Diploma/certificate in hotel management studies
• Minimum 1 years working experience in the Front Office of a 200+ room, four/five star international hotel or related guest contact, service industry.
• Passion for delivering exceptional guest service and creating memorable experiences.
• Neat and pleasant appearance
• Well groomed
• Guest focused
• Displays initiative
• Good communication skills