Guest Services Executive/Officer

1 day ago

Singapore Raffles Makkah Palace Full time

Company Description Sofitel Singapore City Centre, an iconic hotel which opens in October 2017 will form part of a mixed-use development at Tanjong Pagar Centre, a multi-billion dollar development, which will become Singapore’s tallest building at 290 meters set around landscaped parkland and direct MRT station access. The 223-room Sofitel Singapore City Centre will offer chic designed rooms, 4 Food and Beverage options, a ballroom, and several meeting rooms, fitness and pool facilities.
Job Description
All basic duties of a Guest Services Agent; check in, check out, guests’ inquiries.
Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department
Effective supervision of all guest arrivals and departures, ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
Supervise the Front Office operation and workflow to maximize guests’ satisfaction levels.
Supervise and delegate duties to all Front Office team members.
Responsible and accountable for maintaining the highest service standard of Front Office, and to generate team spirit and motivation in all ambassadors.
Assist the Front Office Manager in monitoring the Front Office Associates and train them to ensure that guests receive prompt and courteous services.
Check daily arrival list for VIPs, and regular guests. Introduce hotel facilities and special services to guests and follows up on requests by guest promptly and efficiently.
Encourage and motivate Guest Service Agents to up-sell in order to achieve the daily / monthly target set by Front Office Manager.
Oversee the daily movement of guest activities and be able to resolve any minor guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel.
Communicate with guests to get the feedback, pay great attention to the guest’s comments, to investigate and submit reports on guest comments.
Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.
Qualifications
Previous experience in a similar role, 3 years, preferably within a 5 star luxury environment.
Passion for high end hospitality with an absolute eye for detail.
A demonstrated ability to build warm relationships and gain trust at all levels.
Excellent listening and negotiation skills.
Ability to lead, develop and mentor the Front Office team.
Projects professional image at all times through personal presentation/ interpersonal skills.
Initiates contacts and establishes rapport easily.
Organises time and work efficiently.
Excellent verbal and written communication skills.
Has the aptitude and willingness to undertake further development with Sofitel.
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