Guest Service Ambassador

4 days ago

Singapore PARKROYAL SERVICED RESIDENCES PTE. LTD. Full time

Position summary statement:

Guest Service Ambassador directly addresses the needs of all guests/customers and ensures an exceptional guest/customer experience. He/She is responsible for increasing the overall guest’s stay experience, meeting and exceeding guest expectations by providing efficient and courteous service in accordance with Serviced Suites requirements.

Primary Responsibilities:

  • Treat all guests with respect and handle room reservations, walk-in requests, registration processes, or complaints professionally, paying special attention to Long Staying Guests (LSG) and VIPs.
  • Develop and maintain close business contact with in-house guests to provide a positive impression.
  • Handle all incoming calls from internal or external parties to address guest needs. Ensure every call is attended to promptly and pleasantly, take messages accurately, and deliver wake-up call requests timely according to Pan Pacific guidelines. Follow up with LSG to obtain guest requirements during their stay, feedback, and special preferences.
  • Ensure timely replies to guest inquiries via websites and email.
  • Plan, organize, and coordinate quarterly activities for guests and recommend ideas to enhance their stay. Ensure all guest data is updated in the PMS system.
  • Be well-versed with Food and Beverage knowledge to facilitate Pacific Lounge operations during breakfast, following all Food and Beverage Safety and Hygiene policies and procedures.
  • Maintain the overall cleanliness of the Front Office, Lobby, Pacific Lounge, and Living Room.
  • Work closely with the team and other departments to ensure information is shared promptly.
  • Handle reservations, walk-in requests, registration, and complaints professionally.
  • Perform cashier functions such as posting charges to guests and ensuring all transactions are properly accounted for. Responsible for the safekeeping of the Front Office Cash Float.
  • Develop salesmanship skills to maximize room revenue and provide guests with options. Be knowledgeable about presenting pricing options to meet guest requests.
  • Be familiar with the property's standard procedures, current products, services, promotions, events, and operating hours. Ensure all hotel policies are enforced and adhered to.
  • Develop a working knowledge of the Property Management System (PMS) to assist in various job functions.
  • Prepare welcome folders and relevant materials for LSG guests before arrival.
  • Handle all incoming calls promptly and pleasantly.
  • Strive to meet front office objectives such as up-selling, guest preferences, and the Discovery Loyalty Program.
  • Ensure all vouchers, rebates, paid-outs, or voided transactions for AGRM/OM have proper authorization before submission to the Finance department.
  • Perform other duties as assigned by management.
  • Enforce and comply with rules and regulations in the Employee Handbook and Workplace Safety and Health policies. Report any issues that may cause harm to staff or guests.
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