Ambassador of Excellent Customer Experience

1 week ago

Singapore beBeeCustomer Full time

Job Title

About the Job

This is a challenging role that requires a high level of professionalism and dedication to deliver exceptional customer service. As a Guest Service Ambassador , you will be responsible for providing a seamless experience for our guests, from check-in to check-out.

  • Key Responsibilities:

    • To provide professional, courteous, and efficient service to all internal and external guests in line with established operating procedures.
    • To ensure a high level of liaison is maintained between front office and other departments within the hotel.
    • To deliver a personalized service that exceeds guest expectations and adds a point of difference from other hotels.
    • To project a professional image by adhering to uniform and personal hygiene guidelines and portraying yourself as a role model.
    • To allocate room assignments, review arrivals, VIPs, amenities, and special requests, and coordinate with relevant departments to ensure preferences and requests are met.
    • To provide supervision, direction, and management of room inventory for the front office, ensuring room types of preference and accommodation are available upon guest arrival.
    • A competent working knowledge of property management systems and standard operating processes is required to perform front office tasks, processes, and systems such as registration, cashiering, and room assignment while adhering to all company credit policies to ensure all revenue expected is received.
    • To coordinate rooms-related site inspections required by sales, monitor 'Manual Hold' and 'Work Order' rooms, and be present in the guest area during high traffic times to assist front office employees and ensure smooth operations.
    • To handle guest complaints and feedback and take necessary steps for service recovery.
    • To ensure that daily management logs are accurately updated.
    • To monitor daily and monthly enrollment DISCOVERY Loyalty Program, guest benefits, points submission (if required).
    • To check and verify Guest Service Ambassador cashiering and due out at end of every shift in accordance with set forth guidelines and ensure all cash floats are intact.
    • Necessary reports must be completed and signed.
    • To monitor due-out rooms for the day (Departure Report by time) and ensure they are cleared by end of the shift.
    • Work closely with the housekeeping team to identify discrepancies.
    • Train and develop team members to the highest possible extent, ensuring trainings are provided for technical, hospitality, communication, management, and organizational skills.
    • Assist in orientation and training of new hires.
    • To undertake any other tasks and assignments assigned by the Assistant Guest Relations Manager and Operations Manager.
    • Ensure efficiency and maintenance of operational readiness of equipment and supplies.
    • Maintain the overall cleanliness of the Front Office, Lobby, Pacific Lounge, and Living Room.
    • Plan, organize, coordinate quarterly activities for guests and recommend ideas to enhance guest stay experience.
    • Continuously strive and monitor Front Office objectives such as TripAdvisor and TrustYou.
    • Process Food and Beverage knowledge and skills to facilitate Pacific Lounge operations during breakfast operations.
    • Perform office duties such as associate work schedules and timesheets and monthly reports.

    Requirements:

    • Has an excellent background in guest or customer service.

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