Guest Services Executive

3 days ago

Singapore PARADOX CLARKE QUAY PTE. LTD. Full time

Paradox Clarke Quay Pte. Ltd. / Paradox Singapore Merchant Court partners with the Employment and Employability Institute (e2i) under the Talent Attraction Programme, to grow the talent pool for the Hospitality industry. Career Switchers are also welcome.

The main responsibilities and tasks of this position are as listed below, but not limited to these:

- In charge of the Front Desk operation for the entire shift and ensure all tasks on the same shift are to be completed on time and follow the quality standard
- To check and ensure the Front Desk is fully equipped with all stationery and report any equipment malfunction to the respective department and Duty Manager
- To always maintain a friendly and professional image and smile under all circumstances
- To provide courteous service to the guests and respond promptly and tactfully to the guests’ complaints, requests, and enquiries.
- To listen attentively to the guests’ requests and enquiries
- Ensure all arrival and departure VIPs and Suite guests are taken care of, e.g. rooms are readily available with amenities and cards, welcome and escort guests to room, courtesy call 30 minutes after rooming, and one day before departure, etc.
- Night shift to submit requests if any reordering is required for next month.
- To ensure close co-ordination with all other team members from Concierge and Bell Desk, Front Office, Security, and all other hotel departments especially with regards to Guest Service Requirements
- To maintain and update guest records and preferences in the Opera system.
- In charge of the arrival and departure of any group activities
- Consult or inform departments concerned regarding guest feedback and follow up with actions required.
- Follow up with departments concerned and confirm that the task has been completed within the time range communicated.
- To conduct daily briefing and updating of hotel information
- To assist concierge/bell service during the same shift for guest request.
- To ensure there are sufficient key cards at check in Kiosk and report to Duty Manager if any machine was not logged in or functioning. To report to the Duty Manager about any non-functioning kiosk equipment.
- To assist Telephone Operator when needed (after training).
- To ensure all traces left for the current shift have been resolved and attended to.
- To perform any other duties that may be assigned by the Management.

**Main Responsibilities at Switchboard**:

- Address incoming and outgoing calls.
- Taking messages for in-house guests and internal guests.
- Programming of wake-up calls.
- Giving a reminder wake up calls.
- Sending jobs request from in-house guests and internal department.
- Taking reservations for F&B and update in booking system
- Taking booking for the Spa
- Handling of emergencies such as fire alarm, guest traps in the lift, calling for doctor, calling for ambulance etc.
- Checking on the television channels.
- To perform any other duties that may be assigned by the Management.

**Main Responsibilities at Working Lounge**:

- To ensure daily assignment of Executive Floor guest rooms
- To prepare and update daily beverage records for Lounge.
- To maintain and count stock for Lounge equipment.
- To order beverage items if stocks are below par level.
- To collect items from hotel store
- To assist delivery of VIP guest room amenities.
- To perform any other duties that may be assigned by the Management.

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