Guest Services Executive

Summary Guest Services Executive focuses on customer service and foster relationships with other departments to ensure that guests’ needs are met. He/She is responsive to activities that take place at the Front Office area and is a point of contact for guest upon their arrival until their departure from the hotel. He/She supervises the front desk in the absence of the Duty Manager, attend to guest feedbacks and attempt to perform first person recovery steps. Job Responsibilities • Be part of Front Office areas such as Front Desk, Executive Lounge and Concierge • Assist guests with check-in and check-out, and other cashiering duties • Register guests and assigns rooms according to their reservation confirmation • Work towards maximising room revenue by upselling higher room categories to guests whenever possible • Maintain the privacy of all guests by ensuring their details are kept strictly confidential • Understand all room types and work with Housekeeping to manage room status effectively • Adhere to proper credit matters and cash handling policies and procedures • Understand the usage of internal communication logs to communicate effectively with other colleagues • Handle guest feedback and attempt to perform first person recovery steps • Monitor front office emails and respond to them effectively • Provide guidance and on job training for Guest Services Officer • Ensure and check that all daily front desk tasks are completed • Ensure that all guest arrival and departure procedures are in accordance to SOP and recommend improvements accordingly • Assist to perform Executive Lounge and Concierge duties whenever required • Provide warm welcome and fond farewell in accordance to hotel standards and SOPs • Be efficient in assisting guests throughout their stay, handle guest feedback, and take ownership in providing reasonable solutions • Be familiar with hotel products and services and recommend to guests accordingly • Alert Security or Duty Manager of suspicious looking person(s) / articles in the lobby • Maintain complete knowledge of all hotel products and services • Maintain the cleanliness and neatness of the Front Office areas • Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel • Attend all briefings, meetings and trainings as assigned by management • Perform other reasonable duties as assigned by the management Qualifications • Minimum 1 year experience in similar capacity • Excellent communication and interpersonal skills with colleagues and guests • Excellent customer service skills and enjoy creating delightful moments for guests • Able to thrive in a dynamic and fast paced environment • Strong analytical and problem-solving skills • Strong operational leadership with a business mindset • Read, write and speak English fluently What's in it for you? • Centralised location, walking distance from City Hall MRT • 5 days work week • Duty meals and uniform provided • Comprehensive medical benefits • Birthday Leave • Caregiving Leave • AWS • F&B and worldwide hotel discounts