Guest Services Officer

3 days ago


Singapore AGAPE PLUS PTE. LTD. Full time
Job Title: Guest Services Officer

We are seeking a highly skilled and customer-focused Guest Services Officer to join our team at AGAPE PLUS PTE. LTD.

Key Responsibilities:
  • Provide exceptional customer service to guests and colleagues, ensuring a positive and welcoming experience.
  • Handle guest and associate inquiries in a courteous and efficient manner, reporting any issues or complaints to supervisors.
  • Maintain effective communication with colleagues and supervisors, ensuring seamless operations and guest satisfaction.
  • Ensure Rooms Division meets hotel targets in customer service audits and surveys.
  • Operate switchboard consoles, paging systems, and computer equipment with confidence and accuracy.
  • Connect local and international calls, handle wake-up calls, and respond to emergency situations with professionalism and discretion.
  • Contribute to a businesslike working environment, minimizing background noise and conversation.
  • Provide quality service to guests, associates, and incoming calls, offering a wide range of information about the hotel and local activities.
  • Report and log problems, passing relevant information to relieving operators.
  • Accept and relay messages for guests and hotel personnel.
  • Project a courteous and friendly image at all times.
  • Answer and connect incoming calls from within and outside the hotel.
  • Coordinate with Concierge and Front Desk on pending messages, faxes, and other tasks.
  • Be knowledgeable about Food and Beverage outlets to handle guest queries efficiently and courteously.
  • Provide general information to guests as needed.
  • Take accurate messages, morning call requests, reservations, and orders for/from guests.
  • Ensure accurate and timely relay of reservations, orders, requests, and other information to the correct department.
  • Report guest complaints to supervisors and Duty Managers.
  • Update the white board and read the logbook, communicating with colleagues and supervisors.
  • Transfer outside calls to guests or hotel services/facilities.
  • Conduct daily briefings in the absence of AM/Supervisors.
Requirements:
  • Front Office experience
  • Rooms Division knowledge
  • Microsoft Office skills
  • Knowledge of Restaurants and Food and Beverage outlets
  • Interpersonal and team player skills
  • Customer service and audit experience
  • Hospitality industry knowledge

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