Guest Services Executive

2 weeks ago

Singapore THE SINGAPORE RESORT & SPA Full time

**Job Description**:
**Sofitel and its Ambassadors**

The Sofitel brand is based on three core values guaranteed by each employee every day: A Passion for Excellence, an Essence of Pleasure and a Spirit of Openness. Through their actions and know-how, the Men and Women that are the creators of Sofitel’s luxury, offer clients a highly personalised service. By transforming every detail into a unique moment of pure comfort and elegance, they create and nurture a relationship with their guests.

The Sofitel values are also at the heart of the communication between employees. It is the legacy received and transmitted by all those involved in the brand to guarantee the continuity of the Sofitel spirit in the hotels and headquarters. You must have a passion for excellence, and a can do attitude in order to be considered for this role.

**Roles & Responsibilities**:

- To ensure on-day arrival guests documentation for check-in including airport transfer, complimentary cakes etc, are ready
- Greet guests warmly and perform registration procedures in a smooth and timely manner
- Assign guests to the appropriate room type, issue room keys, provide directions to the rooms and up-sell when appropriate
- Verify payment for stay including incidental costs by obtaining credit information
- Assist guests with issues and complaints, with empathy and a focus on guest satisfaction and to follow up on guest request promptly and efficiently
- Maintain accurate logs of messages, mail, packages, parcels or other items for guest delivery
- Maintain accurate accounting of transactions and cash float
- Answer incoming calls within 3 rings with appropriate greeting and attend to enquiries
- Ensure folios and charges are keyed into system and maintained accurately
- Facilitate guest departures by providing accurate statements, checking for guest satisfaction and collecting all payments due
- Work with concierge team on transportation arrangement upon guest request.
- Perform any other duties as assigned by management

**Requirements**:

- Support and uphold the company mission, vision and values
- Maintain the highest standards of professionalism, ethics, grooming and attitude towards staff and guests
- Excellent interpersonal and communications skills
- Have a customer-centric mind-set
- Good knowledge in resort and tourism
- GCE ‘O’ levels and above
- Able to work on shifts, weekends and public holidays.

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