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Guest Services Executive

2 months ago

Singapore EL DEVELOPMENT (VENTURES) PTE. LTD. Full time
Roles & Responsibilities

Summary


Guest Services Executive focuses on customer service and foster relationships with other departments to ensure that guests’ needs are met. He/She is responsive to activities that take place at the Front Office area and is a point of contact for guest upon their arrival until their departure from the hotel. He/She supervises the front desk in the absence of the Duty Manager, attend to guest feedbacks and attempt to perform first person recovery steps.


Job Responsibilities

  • Be part of Front Office areas such as Front Desk, Executive Lounge and Concierge
  • Assist guests with check-in and check-out, and other cashiering duties
  • Register guests and assigns rooms according to their reservation confirmation
  • Work towards maximising room revenue by upselling higher room categories to guests whenever possible
  • Maintain the privacy of all guests by ensuring their details are kept strictly confidential
  • Understand all room types and work with Housekeeping to manage room status effectively
  • Adhere to proper credit matters and cash handling policies and procedures
  • Understand the usage of internal communication logs to communicate effectively with other colleagues
  • Handle guest feedback and attempt to perform first person recovery steps
  • Monitor front office emails and respond to them effectively
  • Provide guidance and on job training for Guest Services Officer
  • Ensure and check that all daily front desk tasks are completed
  • Ensure that all guest arrival and departure procedures are in accordance to SOP and recommend improvements accordingly
  • Assist to perform Executive Lounge and Concierge duties whenever required
  • Provide warm welcome and fond farewell in accordance to hotel standards and SOPs
  • Be efficient in assisting guests throughout their stay, handle guest feedback, and take ownership in providing reasonable solutions
  • Be familiar with hotel products and services and recommend to guests accordingly
  • Alert Security or Duty Manager of suspicious looking person(s) / articles in the lobby
  • Maintain complete knowledge of all hotel products and services
  • Maintain the cleanliness and neatness of the Front Office areas
  • Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel
  • Attend all briefings, meetings and trainings as assigned by management
  • Perform other reasonable duties as assigned by the management

Qualifications

  • Minimum 1 year experience in similar capacity
  • Excellent communication and interpersonal skills with colleagues and guests
  • Excellent customer service skills and enjoy creating delightful moments for guests
  • Able to thrive in a dynamic and fast paced environment
  • Strong analytical and problem-solving skills
  • Strong operational leadership with a business mindset
  • Read, write and speak English fluently



Tell employers what skills you have

Customer Service Skills
Front Office
Microsoft PowerPoint
Upselling
Leadership
Microsoft Office
Restaurants
Interpersonal Skills
Customer Service
Directing
Hospitality