Guest services executive

3 hours ago


Singapore Accor Hotels Full time

Company Description Experience the dynamic energy and cultural charm of Singapore at Pullman Singapore Hill Street , our flagship upscale hotel proudly representing the renowned Pullman brand that is designed to inspire and invigorate. Nestled in the cultural heart of Singapore, immerse yourself in the dynamic energy and allure of a cosmopolitan city while experiencing the unparalleled hospitality that defines the Pullman experience. Every aspect of your stay – be it design, amenities, or service – is made to inspire and invigorate. Cleverly revolving around a railway junction theme, interiors hearken back to Pullman’s 19th-century roots of luxury rail travel, harmoniously blended with contemporary touches. Job Description Summary Guest Services Executive focuses on customer service and fosters relationships with other departments to ensure that guests’ needs are met. He/She is responsive to activities that take place at the Front Office area and is a point of contact for guests upon their arrival until their departure from the hotel. He/She supervises the front desk in the absence of the Duty Manager, attends to guest feedback, and attempts to perform first person recovery steps. Job Responsibilities Be part of Front Office areas such as Front Desk, Executive Lounge, and Concierge Assist guests with check-in and check-out, and other cashiering duties Register guests and assign rooms according to their reservation confirmation Work towards maximizing room revenue by upselling higher room categories to guests whenever possible Maintain the privacy of all guests by ensuring their details are kept strictly confidential Understand all room types and work with Housekeeping to manage room status effectively Adhere to proper credit matters and cash handling policies and procedures Understand the usage of internal communication logs to communicate effectively with other colleagues Handle guest feedback and attempt to perform first person recovery steps Monitor front office emails and respond to them effectively Provide guidance and on-job training for Guest Services Officers Ensure and check that all daily front desk tasks are completed Ensure that all guest arrival and departure procedures are in accordance with SOP and recommend improvements accordingly Assist to perform Executive Lounge and Concierge duties whenever required Provide warm welcome and fond farewell in accordance with hotel standards and SOPs Be efficient in assisting guests throughout their stay, handle guest feedback, and take ownership in providing reasonable solutions Be familiar with hotel products and services and recommend to guests accordingly Alert Security or Duty Manager of suspicious looking person(s) / articles in the lobby Maintain complete knowledge of all hotel products and services Maintain the cleanliness and neatness of the Front Office areas Be fully familiar with the Emergency Procedures, Policies, and Standard Operating Procedures as established by the Hotel Attend all briefings, meetings, and trainings as assigned by management Perform other reasonable duties as assigned by the management Qualifications Minimum 1 year experience in a similar capacity Excellent communication and interpersonal skills with colleagues and guests Excellent customer service skills and enjoy creating delightful moments for guests Able to thrive in a dynamic and fast-paced environment Strong analytical and problem-solving skills Strong operational leadership with a business mindset Read, write, and speak English fluently Additional Information Our commitment to Diversity & Inclusion:We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent. #J-18808-Ljbffr



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