Front Line Service Expert

6 days ago

Singapore beBeeGuestService Full time $48,000 - $72,000

Job Title: Front Line Service Expert

About the Role:

The Front Line Service Expert is a vital member of our team, responsible for delivering exceptional levels of service to our guests. This role involves ensuring a seamless and memorable experience for every guest, by driving departmental objectives and maintaining effective communication among team members.

Key Responsibilities:
  • Oversee daily operations in the Guest Experience team, driving departmental objectives and ensuring effective communication among team members.
  • Create a WOW experience for guests, elevating their stay through high-impact touchpoints and consistently meeting and exceeding expectations.
  • Lead the Guest Experience team, providing training and guidance to ensure tasks are completed to the highest standards.
  • Coach new Guest Experience Executives and support them in areas where they require improvement.
  • Conduct pre-shift briefings, inform shift teams of special events or VIP guests.
  • Contribute to hotel and team growth by sharing ideas and suggestions for improvement, being innovative and creative in providing quality service and guest care.
  • Promote and administer Hilton Honors programs.
  • Manage queues at the desk, assist with arrivals, and offer express check-out services when required.
  • Welcome guests on arrival, assist during their stay, dealing efficiently with enquiries and complaints.
  • Handle complaints promptly and efficiently, empowered to take necessary action and inform the Guest Experience Manager or Assistant Front Office Manager for follow-up as needed.
  • Develop and maintain relationships with VIP guests and special attention guests, recognizing preferences and ensuring attention is met.
  • Receive special requests from guests, respond appropriately, or forward requests to relevant team members for decisions and actions.
  • Coordinate with departments to arrange in-room amenity set-ups according to VIP level and for special occasions.
  • Promptly answer telephone and email inquiries, inputting messages into the guest profile and advising other team members on special guests' needs.
  • Retrieve messages, communicate content to guests, retrieving mail, packages, or other special items requested.
  • Remain calm and alert during emergency situations and heavy hotel activity, comply with Health & Safety regulations, taking part in the fire team when directed.
  • Attend front desk daily briefings, shift handovers, meetings, and share updates with the team.
  • Ensure the Guest Experience team has current knowledge of hotel products, services, pricing, and special promotional offers, as well as daily VIP and special events.
  • Understand local tourism culture and city profile to provide considerate service to guests.
  • Serve your role and Team in an environmentally conscious manner.
  • Familiar with hotel operating systems, especially OnQ PM, Kipsu, HotSOS.
Requirements:
  • At least 2 years of previous experience in the hotel, leisure, or retail sector
  • Calm, efficient, resourceful, and organized
  • Excellent personal presentation and communication skills
  • A passion for delivering Exceptional levels of Guest Service
  • Ability to listen and respond to demanding Guest needs
  • Accountable and resilient
  • Ability to work under pressure
  • Flexibility to respond to a range of different work situations

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