Guest Services Manager

Property Overview

Novotel Living Singapore Orchard is an extended-stay property in Singapore’s Orchard Road district, surrounded by shopping, dining, nightlife, and entertainment options. The residence is a short walk from Orchard MRT and a few minutes away from the Singapore Botanic Gardens, a UNESCO World Heritage Site. The property is designed for travellers and locals who want a comfortable place to live, work, and relax while maintaining balance in their daily lives.

The role focuses on keeping the property’s day-to-day guest services running smoothly and efficiently while ensuring that every guest and visitor receives attentive, high-quality care.

Role Summary

This position oversees the smooth daily functioning of the property’s guest-facing operations. The Guest Services Manager is expected to lead the team, maintain service standards, support guest satisfaction, and act as a visible management presence to resolve concerns quickly and thoughtfully.

Key Responsibilities

• Lead and monitor staff activities to make sure service quality remains high and department standards are consistently met.
• Ensure every team member follows the required grooming and presentation standards.
• Work closely with other departments to handle administrative and operational matters.
• Maintain a strong management presence by assisting with guest requests, concerns, and service recovery in a prompt and professional way.
• Welcome guests, assist with rooming, complete enrolment where needed, and provide room tours during arrival.
• Demonstrate a strong understanding of the brand promise and act as a role model, coach, and project lead for the team.
• Represent the guest perspective within the property by collecting, reviewing, and acting on guest feedback about services and products.
• Support the department head in improving processes and introducing changes to working methods when needed.
• Stay in regular contact with guests and organise discussions to gather ideas and feedback.
• Offer practical suggestions and recommendations to management.
• Use problem-solving methods to address issues within the property.
• Plan, coordinate, and deliver seasonal and festive events in line with brand expectations, including concepts, schedules, logistics, and cross-team collaboration.
• Keep a close eye on the guest relations team’s appearance, behaviour, and professionalism.
• Create a positive workplace environment that encourages staff to perform at their best.
• Understand and follow hotel fire, life safety, and emergency procedures.
• Attend meetings and training sessions as directed by management.
• Carry out other reasonable duties assigned by hotel management.

Team and Service Expectations

The role requires strong leadership, consistent guest engagement, and the ability to maintain a polished, service-focused environment. The manager should be active on the floor, responsive to guest needs, and able to support continuous improvement across guest service operations.

Safety and Other Conditions

The job includes responsibility for knowing and applying the hotel’s fire safety, life safety, and emergency response procedures. The manager may also be asked to participate in additional meetings, training, or related duties as assigned by the hotel.