Guest Relations Officer

16 hours ago

Singapore SHANGRI-LA HOTEL LIMITED Full time
At Shangri-La Singapore we are a heart-warming family. We share something powerful - our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.
Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.
We are looking for a Guest Relations Officer for Front Office, to join our team
Key Responsibilities:
General/Technical Knowledge
  • Possesses thorough knowledge of guest relations operations, Shangri-La's standard procedures, and current corporate and local programs to ensure consistent and informed service delivery.

Guest Experience & Service Excellence
  • Personalized Guest Service: Collect and act on guest preferences to create memorable and tailored experiences.
  • Guest Engagement & Feedback: Proactively interact with guests, gather feedback, and ensure timely follow-up to enhance satisfaction and loyalty.
  • Professional Standards & VIP Handling: Maintain high service standards in all interactions and ensure smooth, personalized handling of FIT and VIP arrivals and departures.

Operational Standards
  • Guest Arrival & Room Readiness: Ensure smooth arrivals and departures by escorting guests, inspecting rooms and amenities, and preparing for group check-ins and special requests.
  • Guest Engagement & Experience Monitoring: Maintain lobby presence, engage guests personally, monitor their experience, and proactively address concerns or complaints.
  • Operational Support & Communication: Coordinate with departments, manage guest inquiries and feedback, maintain accurate records, and ensure seamless handovers and daily readiness.

Guest Safety, Confidentiality & Social Responsibility
  • Guest Information Security: Maintain confidentiality and adhere to key control policies to ensure guest safety and data integrity.
  • Environmental Responsibility: Support and follow workplace environmental initiatives.
  • Community & CSR Engagement: Actively participate in corporate social responsibility programs and community activities.

Key Requirements:
  • Minimum 1 year of working experience in hospitality/service related industries
  • Pleasant disposition with service mindset

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