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Guest Services Coordinator

2 months ago

Singapore PARADOX CLARKE QUAY PTE. LTD. Full time
Main Responsibilities

As a key member of the Paradox Clarke Quay Pte. Ltd. team, the Guest Services Executive will be responsible for ensuring seamless guest experiences throughout their stay.

  • Front Desk Operations: Manage the front desk operation for the entire shift, ensuring all tasks are completed on time and to the highest quality standard.
  • Equipment Maintenance: Conduct regular checks to ensure the front desk is fully equipped with all necessary stationery and report any equipment malfunctions to the respective department and Duty Manager.
  • Guest Service: Provide exceptional customer service to guests, responding promptly and tactfully to their complaints, requests, and enquiries.
  • VIP Guest Care: Ensure all arrival and departure VIPs and Suite guests are taken care of, including room preparation, welcome and escort services, and courtesy calls.
  • Team Collaboration: Work closely with other team members from Concierge and Bell Desk, Front Office, Security, and other hotel departments to ensure seamless guest service.
  • Guest Record Management: Maintain and update guest records and preferences in the Opera system.
  • Group Activities: Coordinate the arrival and departure of any group activities.
  • Guest Feedback: Consult with departments concerned regarding guest feedback and follow up with actions required.
  • Task Management: Follow up with departments concerned and confirm that tasks have been completed within the time range communicated.
  • Daily Briefing: Conduct daily briefings and update hotel information.
  • Support Services: Assist concierge/bell service during the same shift for guest requests.
  • Equipment Maintenance: Ensure there are sufficient key cards at check-in kiosks and report to Duty Manager if any machine was not logged in or functioning.
  • Additional Duties: Perform any other duties assigned by Management.
Main Responsibilities at Switchboard

The Guest Services Executive will also be responsible for:

  • Call Handling: Address incoming and outgoing calls.
  • Message Taking: Take messages for in-house guests and internal guests.
  • Wake-up Calls: Program and give wake-up calls.
  • Job Requests: Send job requests from in-house guests and internal departments.
  • Reservations: Take reservations for F&B and update in booking system.
  • Email Management: Manage the main email address and respond accordingly.
  • Spa Bookings: Take bookings for the Spa.
  • Emergency Response: Handle emergencies such as fire alarms, guest traps in lifts, calling for doctors, and calling for ambulances.
  • Channel Management: Check on television channels.
  • Additional Duties: Perform any other duties assigned by Management.
Main Responsibilities at Executive Lounge

The Guest Services Executive will also be responsible for:

  • Lounge Operations: Ensure daily assignment of Executive Floor guest rooms.
  • Lounge Records: Prepare and update daily records for the Lounge.
  • Lounge Stock Management: Maintain and count stock for Lounge equipment.
  • Lounge Ordering: Order daily food and beverage items.
  • Lounge Delivery: Collect items from the hotel store.
  • Lounge Amenities: Assist with the delivery of VIP guest room amenities.
  • Lounge Service: Provide quality service to guests while they are in the Lounge.
  • Lounge Feedback: Check guest satisfaction for all guests at the Lounge.
  • Additional Duties: Perform any other duties assigned by Management.