WHAT YOU WILL DO
Responsibilities include the delivery of excellent Guest / Resident services, using tools such as product and service standards, standard operating procedures and policies and procedures to deliver consistent high-quality engaging guest services.
The Curator is responsible to deliver the service outcomes which are outlined in Product & Services Review.
Works, communicates, collaborates and cooperates with all other business units (Refresh, Fix, Sales, Marketing, Finance, and Human Resources) to achieve the overall property goals.
Executes agreed strategy and follows operation policies and procedures to achieve high level of accuracy in making reservations, delighting residents and maximizing revenue opportunities with the desired outcome being the creation of memorable guest / resident experiences pre / during / post stay.
Ideally all guests / residents become Studio Advocates.
Strategic implementation
Responsible for operational excellence in their related duties leading to exceptional guest / resident service experiences.
Operations Management
- Overall responsibility for all operational components of their duty to ensure the efficiency and effectiveness of property operations.
- Drives high levels of guest / resident satisfaction through the consistent execution of all brand standards and hands-on interaction with guests / residents and associates.
- Deliver high standards of Curator operations by ensuring all Product and Service Standards (P&SS) and supporting SOPs are executed effectively.
- Focus on guest / resident preferences and aspirations, allowing for the creation of memorable guest / resident experiences, leading to strong guest / residents Advocacy of the Studio product.
- Demonstrates in-depth knowledge of the use of Suite 8 / Intellity / 3CX / Samsung strategic partnership products & supporting software.
- Under the direction of the Chief Curator and Team Leader exhibit an execution of consistent high levels of understanding of the Curator operations ensuring for the consistent high levels of guest / resident satisfaction.
- Receives guests’ feedback via online platforms Trust you, TripAdvisor, OTA sites and encourages guests to share their positive experiences during and prior to departure on these platforms.
The desired outcome is strong Oakwood Studios Advocacy by our guests.
Attend Daily Operations briefing with all on property Associates (Curators / Refreshers / Fixers / Sales / HR / Finance / Performance Development) while on duty.
Shares or coordinates immediate operational requests and researches to build profile history for VIP and return guests.
- Attend departmental engagement meetings with all team members to share, learn and improve their understanding as to how to provide high-quality product and service delivery.
- Meticulously adhere to service and product delivery as a well as OWWA Studio product and Oakwood brand standards with a view towards delivering memorable guest / resident experiences.
Reservations
- Demonstrate an in-depth knowledge and understanding of Suite 8 to ensure an appropriate level of understanding in regard to why what is done is done and the positive or negative repercussion on both guest / resident and other departmental team members if they fail to deliver consistently accurate input.
- Maintain, update and share information about important guests via Outlook calendar function.
- Drive the day-to-day operations of the reservations function.
- Demonstrates effective up-selling and negotiating communications with guests / residents.
- Follow the Reservation / Revenue Product & Service (P&S) standards and supporting Policies & Procedures (P&P) to ensure compliance to professional standards.
- Handle, input, manage and disseminate information, handovers and escalation processes.
- Any other cross departmental function as assigned by immediate supervisor / management.
Human Capital Management and Development
- Champions in TrustYou recognition programme as well as TripAdvisor review; Champions the reward and recognition of associates through the property’s various recognition programs.
- Understand and pursue a structured engagement / familiarization with the room’s operations portions of the P&S standards.
Share your knowledge and experience with the new hires and existing associates.
Understands role as champion of Oakwood’s Golden Promise , Values & Mission in order to continue to develop and strive to deliver quirky, memorable and advocate developing service standards that continually exceed guest expectations.
Other Responsibilities
- Focus on operational policies and procedures as required to proactively promote a greater understanding of these throughout the organisation.
- Keeping up to date with national developments, best practices and innovative practices within the global hospitality industry for opportunities to improve efficiency and profitability for the property while delivering memorable guest / resident experiences.
- Fostering a high level or camaraderie and high morale within the operational teams and associates.
WHAT WE LOOK FOR
- Candidate must possess at least Diploma / Advanced / Higher / Graduate Diploma in Hospitality / Tourism / Hotel Management or equivalent.
- At least 1 - 2 years hospitality reception & reservations related experience in Serviced Apartment / Hotel industry.
- Required Skill(s) : Good communication skills, detail oriented, ability to work independently and in teams, multitasking, hands-on, strong problem-solving skills, demonstrates flexibility, adaptability and learning ability to different system platforms, ability to negotiate yet maintain strong relations.
- Preferably with some F&B background.
- Executive club lounge experience preferred.
- Preferably Junior Executive specialized in Service Apartment / Hotel Management / Tourism Services or equivalent.