Guest Engagement Executive

FURAMA PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A premier hotel in Singapore is seeking a passionate Guest Engagement Executive. This role involves front desk operations, guest relations, and providing personalized service to ensure guest satisfaction. Responsibilities include managing guest inquiries, handling check-in/check-out procedures, and preparing rooms according to standards. The ideal candidate should possess strong communication skills and a service-oriented attitude.

Responsibilities

• Attend to all guest inquiries and requests.
• Perform pre-arrival activities for guests.
• Prepare assigned rooms according to hotel standards.
• Greet guests upon arrival and bid farewell at departure.
• Escort guests to reception and perform check-in procedures.
• Handle daily check-outs and room/rate changes.
• Show and sell rooms to potential guests.
• Conduct transactions adhering to accounting procedures.
• Issue keycards and vouchers according to procedures.

Job description

Job Description & Requirements

Furama is seeking a passionate Guest Engagement Executive to join our team. The successful candidate will be responsible for all guest engagement duties, including front desk operations, guest relations, and executive club services, ensuring that guest expectations are met or exceeded in accordance with hotel policies, procedures, and standards. The role involves creating and maintaining a pleasant guest experience through warm and personalized service.

Responsibilities

1. Attend to all guest inquiries and requests regarding hotel facilities/services, tourist information/tours, self-service launderette, photocopy services, foreign currencies, retail shop, community workshops, and more.
2. Perform pre-arrival activities such as preparing welcome letters for VIPs and Executive Club guests, issuing meal and welcome drink coupons, assigning rooms efficiently, charging non-refundable deposit bookings, and checking correspondence.
3. Ensure all assigned rooms are prepared according to hotel standards, with necessary amenities and guest supplies properly provided.
4. Greet and welcome guests upon arrival and bid farewell upon departure, especially in the lobby and main entrance.
5. Escort guests to the reception, perform check-in and check-out procedures, or in-room check-in for VIPs. Explain guest entitlements and promote hotel facilities.
6. Handle daily check-outs, extensions of stay, late checkouts, no-shows, and room/rate changes following established procedures.
7. Show and sell rooms to potential guests, including walk-ins, and handle reservations, upselling, and other product sales.
8. Conduct transactions adhering to hotel accounting procedures, accepting various payment methods such as cash, credit/debit cards, corporate accounts, and vouchers. Ensure accurate posting of transactions and proper documentation.
9. Issue keycards and vouchers (e.g., parking coupons, complimentary drink vouchers) according to established procedures.