Executive, Guest Service

The Ascott Limited; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A hospitality company in Singapore seeks a lyf Guard to enhance guests' experiences. In this role, you will assist with check-ins, handle inquiries, and manage community initiatives, ensuring a welcoming atmosphere for all. Experience in guest services is preferred, along with strong communication skills and the ability to multitask effectively. This position offers a chance to work in a dynamic environment while promoting member engagement and operational efficiencies.

Qualifications

• Experience in customer-facing roles is preferred.
• Dynamic and self-motivated with strong verbal and written communication.
• Advanced multitasking with attention to detail.

Responsibilities

• Assist guests with check-in procedures.
• Handle guest queries about facilities and services.
• Monitor room availability using PMS.

Skills

Guest service experience

Strong communication skills

Multitasking abilities

Tech savvy

Knowledge of local attractions

Job description

Overview

Job Description – lyf Guard (Guest Service) Join our team as a lyf Guard, where you'll be the ultimate guest service professional and the primary point of contact for our vibrant community, embodying the essence of lyf. As the face of lyf, you'll create an inclusive and collaborative environment that guests will love. Being a lyf Guard requires exceptional multitasking skills, as you will act as the go-to person for help, recommendations, advice, simply a friendly chat. You'll be a master multi-tasker, ensuring that every guest feels comfortable, supported, and part of our fantastic lyf community.

Responsibilities

Managing Guest Experience:

• Assist lyf guests with check-in procedures.
• Handle guest queries related to facilities, services, registration, as well as providing information about local attractions and events.
• Conduct property tours for new and potential lyf guests.
• Receive and promptly transmit messages to guests.
• Resolve loyalty member-related issues to establish a cohesive community and manage member expectations.
• Promote and encourage the growth of ASR membership and lyf digital membership.

Ensuring operational efficiency:

• Monitor and maintain record of room availability using the Property Management System (PMS) or Reservation Management System (RMS).
• Adhere to corporate guidelines for all operational processes.
• Perform bookkeeping activities when required.
• Conduct regular rounds to ensure cleanliness in all areas, with a focus on social spaces.
• Manage walk-in inquiries, emails, and other lyf-related enquiries.
• Supervise events to ensure compliance with house rules and address any issues that arise.
• Assist in light housekeeping and liaise with outsourced contractors for cleaning and maintenance.

Creating an inclusive and collaborative community:

• Maintain guests' preference profiles and track their likes and dislikes.
• Assist the Ambassador of Buzz (AOB) in executing community initiatives that create connections between guests.
• Support the AOB in curating and planning the event calendar for guests.
• Proactively engage with guests, providing constructive recommendations to enhance their overall stay experience.
• Anticipate and address guests' needs to exceed their expectations.

Job Requirements

• Experience in guest service or customer-facing roles is preferred.
• Dynamic and self-motivated with strong verbal and written communication skills.
• Highly organized with excellent multitasking abilities.
• Attention to detail and able to anticipate and react to the needs of guests' demands.
• Knowledge of property management systems and other relevant software is a plus.
• Tech savvy, able to pick up and use new systems and technology solutions easily.
• Familiarity with local attractions, services, and events.
• Ability to remain calm and composed in challenging situations.
• Flexibility to work in shifts, including weekends and public holidays.
• Customer-oriented, warm and friendly personality with a genuine passion for creating a welcoming and inclusive community atmosphere.