Guest Services Officer

2 weeks ago


Singapore RL SHAN PTE. LTD. Full time

Perform all Front Desk related duties including but not limited to prompt and efficient check-in and check-out of guests, credit checks, guest folio checks, guest profile maintenance professionally and in accordance to company's policies and procedures.


  • Create and update new room bookings in system, send out guest confirmation, make any necessary amendment and cancellation in system.
  • Receives and transmits messages and/or postal letters to guest promptly.
  • Coordinate with housekeeping for cleaning of rooms and room status.
  • Coordinate with technician for immediate rectification for all apartments and public areas.
  • Upkeep and maintain the service standards at all times when handling guest queries / comments / complaints pertaining to facilities, services, registration and information about amenities, facilities, areas and venues professionally and to refer issues to Supervisor/Management, when necessary.
  • Maintain close liaison with all other departments to ensure 100% guests satisfaction.
  • Conduct OJT (Onthejob) training for new staff and existing staff on proper Front Office procedures to ensure consistency in service delivery and the appropriate discharge of duties.
  • Conduct daily briefing/roll call with the team, assign, coordinate, supervise work activities of team, communicate activities, any problems and update curent/future special information.
  • Keep informed on all current matters and maintain complete and readily accessible files and records necessary for effective operation.
  • Coordinating and multitasking job duties in a busy environment
  • Professional in demeanour, presentation, personable, enthusiastic, selfmotivated and able to work independently.
  • Responsible and accountable for handling and safe keeping of cash and guest valuables.
  • Ensure that Front Desk is not left unmanned at all times.
  • Maintain clear and efficient communication and coordination with various departments to facilitate work performance.
  • Ensure accuracy, timeliness and completeness when preparing and submitting daily night audit reports, handling payments, purchase requisition, intertransfers and maintaining necessaryrecords at Front Desk.
  • Enhance guest experience and to ensure conformance to stated objectives, standards, statutory requirements, policies and procedures.
  • Handles guest queries / comments / complaints professionally and refer and irregularities / issues to Management, when necessary.
  • Supervise team performance, conduct performance appraisal review of GSO staff and provides guidance/feedback when needed.
  • Assist Residences Manager in the preparation of annual property budget for the Front Office department.
  • Perform any other duties as required and directed by Supervisor/Management.


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