Guest Experience Executive

2 days ago

Singapore 9CO CITIES PTE. LTD. Full time
Roles & Responsibilities

Located steps from the Singapore River, Alma House occupies the vast historic grounds of a former school. The building’s modernist architecture is also home to a vibrant creative cluster, with trendy shops, restaurants and lifestyle establishments that showcase the most progressive of what the city has to offer.


Alma House is ideal for anyone seeking greater flexibility, with space for work, stay, and living. Across 79 different rooms, a variety of room types caters to the needs of both short-term and long-term corporate and leisure travelers. There are also exclusive guests-only spaces, such as the communal lobby bar that acts as an extended living room.

Embracing the authentic, Alma House offers a curated experience – connecting people, place, planet, and possibilities.


Your Responsibility

Reporting to the Front of the House Manager, the guest experience night associate is responsible for taking care of the overall night guest experience and managing all the front of house tasks together with the day shift - from pre-arrival to post-departure by showing interest, anticipating guest needs, engaging with them, and responding to all queries.


Working mainly during the night shift, this person will be the most responsible of the night operations, which include late arrivals and lobby lounge management, wrapping up of the day duties and reports as well as preparing for the next day operations. Other tasks will vary on a daily basis in order to manage the front of house operations in a smooth way - including reservation duties, inventory management, report handling, among others. The person in this role is passionate about service and eager to create a wow effect on customers from all types of interactions (email, phone, text, face to face..) This person will manage the hotel lounge during his/her shift by engaging with guests, upselling the offering of the lounge, additionally to performing the reception related duties.


She or he will become a PMS expert and adequately manage the room inventory to maximize occupancy, assign rooms when on shift, coordinate well with the back of house teams and track and resolve any guest opportunities as well as complying to all SOPs and following up closely on all billing related matters.


The guest experience team will closely communicate with all teams to conduct the necessary pre arrival work for VIPs, corporate clients, groups etc. Additionally, they will be passionate individuals with a guest and sales mind-set to achieve upsell opportunities and create meaningful relationships with all guests, causing them to become repeat and engaged customers.


The night shift guest experience is someone that has high responsibility skills, is very organized, disciplined and can be highly reliable as he or she will be independently running the operations of this shift. This person will be expected to share feedback, report incidents, be proactive and always resolve guest or property problems to the best of his or her capacity. All reports in relation with incidences are always to be kept updated and proper follow up to incidents should always be handled.


It is of critical importance that the night guest experience associate takes proper notes when receiving handover from the afternoon shift and provides a proper handover to the morning shift at the end of his or her shift. Handover includes an update of the operations that have taken place during the shift and things that need to be followed up by the upcoming staff, including guest matters, staff matters, property incidences, among others.


Skills Required

● A minimum of 1 years in relevant working experience in service or hospitality or hospitality studies

● Must be a hands-on person that is resourceful, proactive and a team player

● Must have good communication skills internally and externally. English is mandatory.

● Must be curious, eager to learn and passionate about the guest

● Flexible, open to learn new scope and go beyond and above for the property’s success

● Is a team player and understands the importance of working in a group


Tell employers what skills you have

Upselling
Lifestyle
Property Management
Restaurants
hotel industry
Leisure
Inventory
Property
Exceptional Customer Service
Opening Hotels
Good Communication Skills
hotel reservations
hotel reservation
Team Player
Human Resources
Decision Making
Hospitality

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