Guest Service Ambassador

2 weeks ago


Singapore Pan Pacific Serviced Suites Beach Road Full time

Guest Relations Officer is responsible in increasing overall guest's stay experience. He/She is also required to handle guest special request and involved in organizing guest activities meeting service standards, as well as ensuring smooth operation of the Front Office.

Primary Responsibilities:

. To check daily arrivals and departures of all guest and special attention to Long Staying Guests (LSG), VIPs, special occasions and other special requirements are arranged.

. To develop and maintain close business contact with the in-house guests and to provide personalized service whenever possible.

. Conduct a follow up call with LSG to obtain guest requirement during stay, feedback and special preferences. (Min. 3-5 guests per day)

. Weekly submission of guest survey (Trustyou) for both LSG & Short Staying (SS) guests.

. To check and reply other Guest Feedback channels on a daily basis. To investigate any complaints and highlight any guest compliments. Reply to be vetted by Operations Manager/ Marketing beforehand.

. Monthly summary records and updating of all guest complaints, compliments and service recovery list in record log.

. Ensure timely reply to any guest enquiries via websites and email enquiry.

. Plan, organize, coordinate quarterly activities for guest and recommend ideas to enhance guest stay experience.

. Station at Pacific Lounge during breakfast operations to ensure the breakfast are properly manned.

. To ensure updating of new standards, procedures and other information are done and is properly communicated to Front Office team accordingly.



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