Guest Services Officer

2 weeks ago

Singapore RL SHAN PTE. LTD. Full time

Perform all Front Desk related duties including but not limited to prompt and efficient check-in and check-out of guests, credit checks, guest folio checks, guest profile maintenance professionally and in accordance to company's policies and procedures.
- Create and update new room bookings in system, send out guest confirmation, make any necessary amendment and cancellation in system.
- Receives and transmits messages and/or postal letters to guest promptly.
- Co-ordinate with housekeeping for cleaning of rooms and room status.
- Co-ordinate with technician for immediate rectification for all apartments and public areas.
- Upkeep and maintain the service standards at all times when handling guest queries / comments / complaints pertaining to facilities, services, registration and information about amenities, facilities, areas and venues professionally and to refer issues to Supervisor/Management, when necessary.
- Maintain close liaison with all other departments to ensure 100% guests satisfaction.
- Conduct OJT (On-the-job) training for new staff and existing staff on proper Front Office procedures to ensure consistency in service delivery and the appropriate discharge of duties.
- Conduct daily briefing/roll call with the team, assign, coordinate, supervise work activities of team, communicate activities, any problems and update curent/future special information.
- Keep informed on all current matters and maintain complete and readily accessible files and records necessary for effective operation.
- Coordinating and multi-tasking job duties in a busy environment
- Professional in demeanour, presentation, personable, enthusiastic, self-motivated and able to work independently.
- Responsible and accountable for handling and safe keeping of cash and guest valuables.
- Ensure that Front Desk is not left unmanned at all times.
- Maintain clear and efficient communication and coordination with various departments to facilitate work performance.
- Ensure accuracy, timeliness and completeness when preparing and submitting daily night audit reports, handling payments, purchase requisition, inter-transfers and maintaining necessaryrecords at Front Desk.
- Enhance guest experience and to ensure conformance to stated objectives, standards, statutory requirements, policies and procedures.
- Handles guest queries / comments / complaints professionally and refer and irregularities / issues to Management, when necessary.
- Supervise team performance, conduct performance appraisal review of GSO staff and provides guidance/feedback when needed.
- Assist Residences Manager in the preparation of annual property budget for the Front Office department.
- Perform any other duties as required and directed by Supervisor/Management.

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