Guest Services Officer

2 weeks ago

Singapore AGAPE PLUS PTE. LTD. Full time

**Customer Service**
- Provides the appropriate level of professional, courteous and caring service to other associates(internal customers) and other visitors to the division.
- Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing a prompt follow up.
- Maintains positive guest and colleague interactions with good working relationships.
- Ensures Rooms Division meets the Hotel’s targets in the areas of various Customer Service Audit/Survey.

**Operational**
- Responsible for facilitating efficient communications for both guests and associates both within the hotel and for external communications.
- Confidently operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.
- Connects local and international calls quickly, courteously and accurately.
- Handles wake-up calls as requested with accuracy, whether they are automatic programmed or personal wake-up calls.
- Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.
- Contributes and maintains businesslike working environment ensuring mínimal background noise and conversation which could be transmitted through sensitive headsets.
- Provides quality service to guests, associates, and incoming calls and a wide range of information pertaining to the hotel and activities in and around the island.
- Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.
- Accepts and relays messages for guests and hotel personnel.
- Projects the image of being courteous, providing friendly service at all times.
- Answers and connects all incoming calls from both in and out of house.
- Coordinates with Concierge and Front Desk with pending messages, faxes, etc.
- Be fully conversant in all aspects of Food and Beverage outlets in order for all guests’ queries to be handled efficiently and courteously.
- Provides general information to guests when necessary.
- Takes accurate messages, morning call requests, reservations and orders for/from guests.
- Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times.
- Reports to supervisor and Duty Manager on any guest complaints.
- Updates the white board.
- Reads the logbook, and communicates with colleagues and supervisor.
- Transfers outside calls to either guests, or hotel services/facilities.
- Conducts daily briefing in the absence of AM/Supervisors

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