JOB PURPOSE
- Provide excellent guest services to all internal and external guest
- Deliver Sentosa service charter SHOW (Safe, Helpful, Outstanding, Welcome) at all guest contact points
- Ensure area of responsibility is well managed and the overall operations is well coordinated and smooth
- Lead and manage frontline staff
- Prepare deployment, schedule staff for duty
- Prepare and submit report as assigned by EO
JOB RESPONSIBILITIES
General
- Have guest-centric mindset.
Be customer-centric and provide outstanding guest experience to internal and external guests.
- Be proactive and render assistance to guests.
- Have cultural intelligence.
Able to bridge differences when interacting with people from another culture and understand that different culture drives different behaviours.
- Render 1st aid when necessary.
Daily duties
- Exercise proactiveness when on duty to engage guests
- Plan and lead in guest engagement sessions
- Ensure operational standards are being adhered
- Compute / track payroll for HRE staff
- Conduct new staff On-Job-Training (OJT)
- Handle all cases pertaining to guest feedback in daily operations
- Provide leadership on ground in the absence of EO
- Take action to correct or encourage staff's action
- Track and monitor staff performance
- Participate in the interviewing process of HREs/interns
- Any other tasks, as per assigned.
Compliance
- Ensure good housekeeping at all area.
Defects to be reported to supervisor immediately - Abide by SOP & guidelines
- To be trained in 1st Aid & AED within 6 months of service
Personal and Professional Integrity
- Be punctual and responsible at all times
- Adhere to company's grooming standards and code of conduct
- To ensure compliance of grooming standards and code of conduct
- To practice good housekeeping
- To uphold positive company image
Best Practices
- Be up to date on the current promotions, events, happenings in Sentosa
- Respond to urgent and crucial incidents and issues at all time
Collaboration and Teamwork
- Work closely with other units to ensure orderliness during peak hours/ crisis during weekdays and weekends
- Collaborate with various operation units in managing situation within the island
JOB REQUIREMENTS
- Candidate should ideally possess at least a diploma qualification or equivalent
- At least 4 years of relevant working experience with supervisory role
- Good communication skills and comfortable in frontline position
- Able to work on weekdays, weekends, public holidays and rotating shifts
- Ability to perform under pressure and enjoy working in a fast paced environment
- Good written English and able to put up report