Guest Service Agent/executive

2 days ago

Bukit Merah, Singapore Link Hotel Singapore Pte Ltd Full time

Position Summary: The Guest Service Agent/Executive plays a key role in ensuring positive guest experiences by providing exceptional customer service at all touch points of the guest's stay.

**Key Responsibilities**:
Check-In/Check-Out:

- Greet guests upon arrival, assist with check-in procedures, and provide relevant information about the hotel's services and facilities.
- Process check-outs efficiently, addressing any guest queries or concerns.

Reservation Handling:

- Manage reservations, including booking modifications and cancellations.
- Ensure accurate recording of guest information in the system.

Up-Selling:

- Maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests

Customer Service:

- Provide personalized and attentive service to meet guests' needs.
- Handle guest inquiries, requests, and complaints promptly and professionally.

Cashier Duties:

- Handle guest payments, issue invoices, and provide accurate change.
- Maintain a secure and organized cash handling process.

Room Assignment and Control:

- Assign guest rooms based on preferences and availability.
- Monitor and control room inventory, coordinating with housekeeping for room readiness.

Safety and Security:

- Ensure the safety and security of guests by following established protocols.
- Respond to emergencies and report incidents to the appropriate authorities.

Communication and Coordination:

- Collaborate with housekeeping, maintenance, and other departments to ensure smooth guest experiences.
- Communicate special requests and VIP arrangements to relevant departments.

Information Dissemination:

- Disseminate information about hotel promotions, facilities, and local attractions to guests.
- Provide directions and assistance with transportation arrangements.

Record Keeping:

- Maintain accurate and organized guest records.
- Generate reports as required by management.

Problem Resolution:

- Resolve guest issues effectively and escalate matters to supervisors or management when necessary.
- Anticipate and address potential challenges to enhance guest satisfaction.

Qualifications and Requirements:

- Minimum ITE/O Level, certification in hospitality is a plus with one year of work experience
- Proven experience in customer service or front desk roles.
- Excellent communication and interpersonal skills.
- Familiarity with hotel management software and reservation systems.
- Ability to handle cash transactions accurately.
- Strong problem-solving skills and a proactive approach to guest satisfaction.
- Flexibility to work in shifts, including weekends and holidays.
- Impeccable grooming and professional appearance.
- Customer-focused with a genuine passion for hospitality.

**Job Types**: Full-time, Permanent

Pay: $1,800.00 - $2,500.00 per month

**Benefits**:

- Food allowance

Schedule:

- Shift system

Supplemental pay types:

- 13th month salary
- Performance bonus

**Experience**:

- three: 3 years (required)

Work Location: In person

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