Job Description

Guest Services & Operations

• Act as the main point of contact for all guest inquiries, ensuring prompt resolution of complaints and issues.

• Oversee the Front Office operations, including check-in/check-out procedures, reservations, groups and concierge services.

• Provide personalized services to VIP and returning guests to enhance their experience.

• Conduct property walkthroughs to ensure cleanliness, functionality, and adherence to service standards.

Staff Training & Development

• Conduct on-the-job training and mentoring for Front Office and other operational staff.

• Ensure team members are proficient in The Executive Centre standard operating policies, procedures, and emergency protocols.

• Promote a culture of continuous learning and improvement, aligned with the Executive Centre’s focus on innovation and sustainability.

Crisis Management & Safety

• Lead the response to emergencies, including medical incidents, fire evacuations, and guest-related crises.

• Coordinate with relevant departments and external agencies during emergencies.

• Regularly review and update emergency response plans and ensure team readiness through drills.

Administrative & Financial Duties

• Prepare daily operations reports for the Management Team, highlighting key performance metrics and guest feedback.

• Review financial transactions, ensuring accuracy in billing and payment processes.

• Assist in managing inventory for Front Office supplies.

• Prepare roster and to ensure that it is optimised with reference to the business demands.

• Compile and accurately update annual leaves, public holidays in lieu, medical certificates etc.

Collaboration & Communication

• Work closely with other departments, such as Housekeeping, Engineering, Café and NUSS Guild House to ensure seamless guest experiences.

• Communicate The Executive Centre policies, events, and updates to staff effectively during daily shift briefings.

Qualifications

Education and Experience

• Tertiary training in hospitality management, or a related field, preferred.

• At least 3 years of managerial or supervisory experience.

• Excellent problem-solving, organizational, and communication skills.

• Ability to remain calm and decisive under pressure.

Skills and Abilities

• Strong leadership and team management skills.

• Excellent organizational and time management abilities.

• Attention to detail and commitment to maintaining high cleanliness standards.

• Strong communication and interpersonal skills to interact with guests and staff effectively.

• Proficiency in housekeeping management systems and basic computer skills.

• Knowledge of health and safety regulations.

Key Competencies

• Service-oriented mindset with a focus on guest satisfaction.

• Ability to handle pressure and multitask in a fast-paced environment.

• Problem-solving and decision-making skills.

• Flexibility to work varying shifts, including weekends and holidays.

More Information

Location: Kent Ridge Campus

Organization: University Campus Infrastructure

Department : Campus Life

Employee Referral Eligible: Yes

Job requisition ID : 30874