Guest Service Executive

Guest Service Executive : Responsible for ensuring consistent quality of excellent customer service for all guests. Reception duties and tasks include ensuring guests experience swift and pleasant arrival, departure and stay experience. Key responsibilities : • Deliver efficient and professional guest service throughout the check-in, check-out and in-house guest journey. • Oversee room inventory, room assignments and room availability to optimise occupancy, maximise upselling opportunities and accommodate guest preferences whenever possible. • Coordinate closely with Housekeeping and other operational departments to ensure timely room readiness, manage arrivals and departures, and facilitate smooth daily operations. • Lead and conduct daily pre-shift briefings to communicate operational updates, service priorities, VIP arrivals and other essential information to the Front Office team. • Handle group arrivals and departures by coordinating with Reservations and relevant departments to ensure seamless execution. • Respond promptly to guest enquiries, emails, requests and feedback, ensuring timely follow-up and appropriate service recovery. • Anticipate guests' needs, exercise sound judgement in resolving issues, and identify suitable alternatives to exceed guest expectations while maintaining service standards. • Escalate significant operational issues and guest concerns to the Guest Service Manager or relevant leaders to ensure timely resolution and operational continuity. Requirements : • Minimum GCE O Level qualification; Diploma in Hospitality Management or equivalent • Customer-oriented with a positive attitude and a passion for delivering exceptional guest service. • Excellent communication and interpersonal skills, with the ability to build rapport, anticipate guest needs and provide personalised service. • Strong organisational, multitasking and problem-solving skills, with the ability to prioritise effectively in a fast-paced environment. • Demonstrated leadership qualities with the ability to motivate others and uphold service excellence. • Able to work independently while contributing effectively as part of a collaborative team. • Detail-oriented, adaptable and proactive, with the ability to remain composed under pressure. • Excellent command of spoken and written English. • Willing to work rotating shifts, including weekends and public holidays.