Guest Services Representative

6 days ago

Singapore DAISHO DEVELOPMENT SINGAPORE PTE LTD Full time
Roles & Responsibilities
  • Provide exceptional guest service and support to ensure a memorable experience at The Westin Singapore.
  • Act as a liaison between guests and the hotel team, responding to guest requests and resolving any issues in a timely and professional manner.
  • Operate the hotel switchboard, handling guest calls, messages, and emails with attention to detail and a warm smile.
  • Process guest requests for wake-up calls, room service, and other amenities, ensuring seamless execution and follow-up.
  • Assist guests with room features, property amenities, and local attractions, providing insider knowledge and recommendations to enhance their stay.
  • Process in-room dining orders, answer questions on menu selection, and record transactions in the point-of-sale system with accuracy and efficiency.
  • Support the reservations team with noting down restaurant reservations and other guest preferences.
  • Maintain a clean and organized workspace, adhering to company standards and ensuring a safe and welcoming environment for guests and colleagues.
  • Welcome and acknowledge all guests according to company standards, anticipating and addressing their service needs to exceed expectations.
  • Collaborate with the hotel team to ensure seamless service delivery, maintaining positive working relationships and supporting common goals.
  • Comply with quality assurance expectations and standards, adhering to best practices and ensuring consistency in service delivery.
  • Develop and maintain a comprehensive knowledge of hotel operations, services, and amenities, enabling informed interactions with guests and colleagues.
Essential Skills and Experience
  • Exceptional guest service skills, with a warm and welcoming demeanor.
  • Strong communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
  • Ability to multitask and prioritize tasks efficiently, managing multiple requests and deadlines in a fast-paced environment.
  • Proficiency in operating hotel systems, including switchboards, point-of-sale systems, and reservation software.
  • Knowledge of hotel operations, services, and amenities, with the ability to provide informed guidance and recommendations to guests.
  • Adaptability and flexibility, with a willingness to learn and grow in a dynamic and evolving environment.
  • Strong problem-solving skills, with the ability to resolve issues and concerns in a professional and courteous manner.

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