Guest Communications Executive

RAFFLES SENTOSA SINGAPORE; Singapore; On-site; SGD 28,000 - 39,000; Full time

Job summary

RAFFLES SENTOSA SINGAPORE invites a Guest Experience Executive (Communications) to manage inquiries and coordinate communications, ensuring a seamless and delightful stay for every guest.

Reporting to the Guest Experience Manager, you will handle calls, assist with special requests, liaise with housekeeping and other departments, and maintain records for reporting and quality assurance. Flexible with weekends and public holidays; CSR opportunities included.

Qualifications

• Diploma in Hospitality/Tourism or equivalent.
• Minimum 2 years of relevant hospitality experience.
• Strong human relations and influencing skills.
• Strong communications (verbal and written), planning and coordination skills.
• Ability to work independently and take initiative.
• Strong time management skills.
• Creative and resourceful.
• Possess good local hospitality market knowledge.

Responsibilities

• Provide exceptional guest service through prompt and courteous communication.
• Handle inbound and outbound calls, ensuring guests receive accurate and timely assistance.
• Resolve guest concerns with professionalism and efficiency, striving to exceed expectations.
• Assist guests with special requests, such as transportation arrangements and local recommendations.
• Liaise with housekeeping and other departments to ensure rooms are ready upon arrival.
• Act as a key point of communication between guests and other operating departments, facilitating smooth service delivery.
• Maintain accurate records of guest interactions and hotel operations for reporting and quality assurance.
• Stay abreast of the events and activities in the city that are of interest to the guests.
• Observe all brand/operating standards and/or LQA.
• Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to security / talent & culture team immediately.
• Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.
• Perform any other duties and responsibilities that may be assigned.

Skills

Communication skills

Coordination skills

Initiative

Education

Diploma in Hospitality/Tourism

Job description

JOB SUMMARY

Reporting to the Guest Experience Manager, the Guest Experience Executive (Communications) will handle all inquiries, and coordinate communications to ensure a seamless and delightful stay for every guest. As the primary point of contact, he/she has a vital role in delivering outstanding hospitality and ensuring operational efficiency.

What you will be DOING:

• Provide exceptional guest service through prompt and courteous communication.
• Handle inbound and outbound calls, ensuring guests receive accurate and timely assistance.
• Resolve guest concerns with professionalism and efficiency, striving to exceed expectations.
• Assist guests with special requests, such as transportation arrangements and local recommendations.
• Liaise with housekeeping and other departments to ensure rooms are ready upon arrival.
• Act as a key point of communication between guests and other operating departments, facilitating smooth service delivery.
• Maintain accurate records of guest interactions and hotel operations for reporting and quality assurance.
• Stay abreast of the events and activities in the city that are of interest to the guests.
• Observe all brand/operating standards and/or LQA.
• Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to security / talent & culture team immediately.
• Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.
• Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

• Diploma in Hospitality/Tourism or equivalent
• Minimum 2 years of relevant hospitality working experience appointment
• Strong human relations and influencing skills
• Strong communications (verbal and written), planning and coordination skills
• Ability to work independently and take initiative
• Strong time management skills
• Creative and resourceful
• Possess good local hospitality market knowledge

Flexible with working days and hours including weekends and public holidays