Full-timeHotels & hospitality· Posted 10 Sept

Service Express Manager

Marriott InternationalFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

TEShenton WayThe Westin Singapore, 12 Marina View, Asia Square Tower 2, Singapore 018961

Apply on company site

How well do you match? Check in 10 seconds →

Free with a WorkJio account: we compare your profile with this job and show what you already meet.

Share with a friend

Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role oversees the daily running of the Service Express department at The Westin Singapore, handling all in-house and external calls and guest requests. You will lead a team of agents and runners, track guest issues, and work to improve both guest and staff satisfaction while supporting the department's financial performance. It suits someone with front desk or guest services experience who is ready to step into a supervisory position.

What you'll do

Know someone for this? Share it

WhatsApp Telegram Facebook LinkedIn

Manage day-to-day department operations and maintain service quality and standards
Set goals and plans to prioritise, organise and complete work
Handle complaints, settle disputes and resolve conflicts or negotiate with others
Implement the customer recognition and service programme and communicate the process
Track guest issues from various sources and report results
Ensure all guest requests and issues are logged
Oversee department finances including purchasing and invoice payment
Deliver service beyond expectations to boost guest satisfaction and retention
Coach and guide individuals to understand guest needs and improve service
Identify trends in guest issues and resolve them
Schedule and supervise staff for prompt, friendly and attentive service
Supervise AYS agents and runners so guest calls and requests are fully resolved
Coordinate the process of receiving and resolving guest issues and requests
Lead, influence and encourage others, advocating sound business decisions and leading by example
Build mutual trust, respect and cooperation within the team
Serve as a role model for appropriate behaviour
Understand employee roles well enough to cover duties in their absence
Support staff development through coaching, mentoring and knowledge sharing
Assist with recruitment, hiring, training and orientation of department staff
Share information with supervisors, colleagues and subordinates by phone, email, in writing or in person
Analyse information and evaluate results to choose the best solutions
Keep executives, peers and subordinates updated on relevant information promptly
Ensure department equipment works properly and department areas and storerooms are clean
Carry out departmental administrative duties
Address complaints and act as Manager on Duty when needed
Attend meetings such as front office supervisor, operations, forecast, monthly department, sales strategy and pre-con meetings

Service Express Manager

About the role

What you'll do

Good to know

Requirements

More jobs like this

Wellness Supervisor (Spa Supervisor)

Butler & Club Executive - InterContinental Singapore

Intern, Hospitality Transportation Operations

Lifeguard (Skypark Infinity Pool)

Room Service - Captain

Bell Service Agent - Conrad Singapore Marina Bay