Guest Services Executive

3 weeks ago

Singapur, Singapore AccorHotel Full time
Job Description

  • All basic duties of a Guest Services Agent; check in, check out, guests’ inquiries.
  • Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department
  • Effective supervision of all guest arrivals and departures, ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
  • Supervise the Front Office operation and workflow to maximize guests’ satisfaction levels.
  • Supervise and delegate duties to all Front Office team members.
  • Responsible and accountable for maintaining the highest service standard of Front Office, and to generate team spirit and motivation in all ambassadors.
  • Assist the Front Office Manager in monitoring the Front Office Associates and train them to ensure that guests receive prompt and courteous services.
  • Check daily arrival list for VIPs, and regular guests. Introduce hotel facilities and special services to guests and follows up on requests by guest promptly and efficiently.
  • Encourage and motivate Guest Service Agents to up-sell in order to achieve the daily / monthly target set by Front Office Manager.
  • Oversee the daily movement of guest activities and be able to resolve any minor guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel.
  • Communicate with guests to get the feedback, pay great attention to the guest’s comments, to investigate and submit reports on guest comments.
  • Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
  • Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
  • Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.

Qualifications

  • Previous experience in a similar role, 3 years, preferably within a 5 star luxury environment.
  • Passion for high end hospitality with an absolute eye for detail.
  • A demonstrated ability to build warm relationships and gain trust at all levels.
  • Excellent listening and negotiation skills.
  • Ability to lead, develop and mentor the Front Office team.
  • Projects professional image at all times through personal presentation/ interpersonal skills.
  • Initiates contacts and establishes rapport easily.
  • Organises time and work efficiently.
  • Excellent verbal and written communication skills.
  • Has the aptitude and willingness to undertake further development with Sofitel.


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