Guest Service Executive

**Position Summary**:
Responsibilities include ensuring all communications relating to the hotel, both external and internal are action speedily and efficiently in accordance with the specified minimum standards. The Team Leader is responsible for the overall supervision and operations of Service One and must maintain consistently high standards of customer service throughout the shift.

**Job Duties**:
Front Office Operations: Service One
- Maximise room sales and revenue for the hotel, maintaining a sales attitude at all times.
- Ensure the correct operations of the switchboard to initiate a fast and efficient transferring of internal and external calls.
- Ensure a high level of customer service is consistently maintained.
- Ensure all customer communications are transferred to the central distribution point for action.
- Ensure all customer queries or requests are handled in a polite and efficient manner
- Ensure and maintain the security of information relating to guest, customers and associates in the hotel.
- Ensure all guest requests including wake-up calls, handling of in-coming faxes, follow up on task/service request via the HotSOS system, restaurant reservations and courtesy calls to guests are action speedily and in accordance with Hotel Standard Operating Procedures.
- Maintain the service level and demonstrate the knowledge of room service menu and uses proactive selling techniques.
- Take charge of all wake-up call - all guest, airlines and group request
- Ensure a high level of products and services knowledge of the hotel and local area.
- Ensure the Service One Manager / Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments.
- Be familiar with all hotel emergency, fire and security procedures and execute in the required event.
- Ensure a high level of liaison is maintained between Service One and all other departments within the hotel.
- Ensure the Service One Manager / Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments
- Ensure all duty shift procedure checklists are continuously monitored and all tasks completed by the end of shift

Front Office Operations: Guest Relations:

- Ensure that both the Guest Service Executive and Duty Manager on duty are kept fully aware of any relevant feedback from guests and/or other departments.
- Anticipate and appreciate the needs of guests to better cater to their needs.
- Communicate any special requests by guests to the appropriate department, or otherwise seek the assistance and guidance from the Guest Services Executive, Service One Manager or Duty Manager.
- Communicate any positive and negative guest comments to the Guest Services Executive or Duty Manager.

Safety Operations:

- Maintain detailed knowledge of the fire, safety and evacuation procedures of the hotel at all times.
- Report all unsafe environmental conditions or equipment in the Service One office and other nearby surrounding areas that present a health & safety risk to the Guest Services Executive, Service One Manager, Duty Manager or Security Duty Manager to ensure the guest, patrons and associates’ safety.
- Ensure the safety of guests by preventing and responding to emergencies.

**Talent Profile**:

- Minimum “O” or Diploma level education.
- Demonstrated commitment to teamwork.
- Exposure to multi-cultural environment.
- Minimum 1 year relevant supervisor work experience. Perferablly with relevant Hotel working experience.
- Basic knowledge of PABX, Opera / Fidelio, HotSOS, and MICROS system.
- Good motivational and developmental skills.
- Excellent English communication skills with written and oral skills
- Strong supervisory, interpersonal and excellent communications skills.
- Have a creative and innovative approach to customer service.
- A pleasant and friendly personality