Guest Services Officer

Found in: beBee S SG - 1 month ago


Singapore SHANGRI-LA HOTEL Full time

Key Responsibilities:

  • Creates a positive and highly motivated working environment that promotes and develops teamwork, guest care and respect amongst colleagues.
  • Attends and participate during daily briefings which helps keep the Horizon Club Team up to date and well informed regarding developments and events in the hotels/company, VIP and group arrivals/movements, guest feedback, service opportunities and forecasted business patterns. 
  • Ensures guest preferences are collected, and correctly recorded
  • Builds relationships with guests to delight and gain loyalty.
  • If guest feedback is received, to escalate to SL/AHCM/HCM if SA is unable to handle
  • Follows hotel’s policies and procedures at all times.
  • Ensures that the service, quality and set-up of the buffet breakfast, afternoon tea and evening cocktails are in accordance with the Shangri-La Quality Standards and that all other services in the Horizon Club are in keeping with the current Corporate guidelines.
  • Takes personal ownership to follow-up of any guest requests and feedback received during their shifts
  • Ensures service defects are promptly and correctly recorded in GReAT and escalated as necessary.
  • Ensure missing guest registration and Kunlun is cleared daily by the end of each shift
  • Ensures the Horizon Club lounge is clean at all times.
  • Handles F&B aspect of the lounge and to ensure all new hires and Service Associates are all trained to have multi skills (F&B and Front Office)
  • Ensures that SFSMS guidelines are adhered to at all times in the food and beverage areas of the Horizon Club operation

Requirements

  • Diploma/certificate in hotel management studies
  • Minimum 1 years working experience in the Front Office of a 200+ room, four/five star international hotel or related guest contact, service industry.
  • Passion for delivering exceptional guest service and creating memorable experiences.
  • Neat and pleasant appearance
  • Well groomed
  • Guest focused
  • Displays initiative
  • Good communication skills


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