Guest Services Officer

2 days ago

Singapore SHANGRI-LA HOTEL LIMITED Full time
Roles & Responsibilities

At Shangri-La Singapore we are a heart-warming family. We share something powerful – our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.

Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.

We are looking for a Guest Services Officer for Serviced Apartment / Hotel Front Office, to join our team

The Guest Services Officer provides Front Desk and Guest Relations related guest services in accordance with the objectives, performance and quality standards established by Shangri-La Hotels & Resorts and the hotel.

Key Responsibilities:

Guest Experience & Service Excellence

  • Collect, record, and act on guest preferences to enhance satisfaction.
  • Serve as a role model in delivering delightful guest interactions.
  • Obtain and respond to guest feedback promptly, escalating when necessary.
  • Ensure professional and attentive handling of all guest interactions.

Arrival & Departure Operations

  • Room arrival guests and explain in-room facilities.
  • Execute check-ins, check-outs, and cashiering functions accurately.
  • Prepare daily for arrivals and departures, ensuring zero balance on folios.
  • Promote hotel revenue through upselling and handling walk-ins.

Operational Standards & Coordination

  • Maintain reception counter and lobby cleanliness.
  • Manage traffic flow in the driveway and coordinate with Bellman.
  • Liaise with departments for guest logistics and amenities.
  • Prepare guest letters for maintenance or repair work.
  • Update daily newspapers and guest amenities lists.

Administrative & Reporting Duties

  • Print and follow up on trace reports.
  • Ensure proper handover to Security Officer for late arrivals/departures.
  • Prepare cashiering reports in line with hotel procedures.

Safety, Security & Confidentiality

  • Adhere to health, safety, and security protocols.
  • Maintain confidentiality of guest information.
  • Follow key control policies to ensure guest security.

Key Requirements:

  • Minimum 1 year's working experience in hospitality/service related industries
  • Pleasant disposition with service mindset
  • To communicate with guests from diverse backgrounds for front office duties, fluency in English is essential. Other language skills, particularly Mandarin, are also highly valued (e.g. translation for foreign language speaking calls/guests) and may enhance consideration for the role
Tell employers what skills you have

Front Office
Upselling
Newspapers
Leisure
Housekeeping
Interpersonal Skills
Translation
Guest Relations
Attentive
Cashiering
Customer Service
Disposition
Service Excellence
Directing
Hospitality

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